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Presented By,

AMRITA SRIVASTAVA

MBA 4th

Sem

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A service is any act or performance one partycan offer to another that is essentiallyintangible & does not result in the ownershipof anything.

- PHILIP KOTLER

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Hotel accommodationMovies

Restaurants service

TelephoneAirlines

Banking

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TheServices

Intangibility

Heterogeneity

Perishability

Inseparability

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Services are intangible in that they do not have aphysical shape.

So a consumer cannot touch bt see their effect & feelit.

Not all the service product has similar intangibility.Some services are highly intangible, while the others

are low. For example- Teaching, Consulting, Legal advices are services

which have almost nil tangible components; Whilerestaurants, fast food centers, hotels and hospitalsoffer services in which their services are combined

with product (tangible objective) , such as food inrestaurants, or medicines in hospitals etc.

The provider can emphasize on the benefits of theservice rather than just describing the features.

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Inseparability means services are not of separablenature.

For example- We cant hold the teaching / lecture giving by

the teacher. The waitress in the restaurant or the cashier in the

bank , is an inseparable part of the service.

Taxi operator drives taxi, & the passenger uses it.The presence of taxi driver is essential to providethe service. The services cannot be produced nowfor consumption at a later stage / time.

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It is difficult to standardize.Variability indicates that a service performance is unique tothe customer, or group of customers, being serviced.

Services are highly variable, as they depend on the serviceprovider, and where and when they are provided.

For Example The workmanship of your car repair will be identical eachvisit to the garage u r likely to have good & bad experiences.

The taxi service which transports the service consumer fromhis home to the opera is different from the taxi service whichtransports the same service consumer from the opera to hishome another point in time, the other direction, maybeanother route, probably another taxi driver and cab.

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GOODS SERVICESi. Can be touched cant be touched

ii. Can be stored cant be stored

iii.

Can be resold cant be resoldiv. Transferable not transferable

v. Eassier to measure

the quality difficult to measure

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PRODUCT PRICE

Design List price

Features Discounts

Quality Extra

Variety

Brand name Packaging

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PLACE PROMOTION

Distribution channels Advertising Methods of distribution Personal Selling

Coverage Sales promotion

Location Public Relation

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PEOPLE

PHYSICAL EVIDENCE

PROCESS

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