ADM2320X summer 2008-ch 12

ADM2320X summer 2008-ch 12 - 1 Managing Services Chapter 12...

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Unformatted text preview: 1 Managing Services Chapter 12 2 Services defined Intangible activities, benefits or satisfactions that an organization provides to consumers in exchange for money or something else of value. 3 Uniqueness of Services: four Is of services Our textbook identifies four unique elements: Intangibility Inconsistency Inseparability Inventory 4 Differences between Services & Goods Services are acts, efforts or performances exchanged from producer to user without ownership rights. Services provide pleasure, information, convenience Generally, services have 4 characteristics: Intangibility Perishability Variability Inseparability 5 Service characteristics Intangibility: to reassure purchasers, service providers provide physical cues such as uniforms, brand logos, web sites Perishability (inventory): a service cannot be stored; use it or lose it; to minimize loss, vendors offer last-minute discount specials Variability (inconsistency): difficult to standardize services because service providers & customers vary; no two haircuts are alike from same barber Inseparability: service is consumed when & where it is provided (i.e. a barber cuts a customers hair) 6 Equipment or facility-driven services Products that require a mixture of tangible and intangible elements (i.e. amusement parks, movie theatres, restaurants) Operational factors Move patrons quickly using signage, traffic controls Location factors Provide convenient service; drive-thru Environmental factors Fun, exciting, comfortable environment 7 People-based Services Where the service is primarily people-based Masseurs Fitness trainers Cleaning services Personal assistants 8 Goods-Services Continuum Products are dominated by either tangible...
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This note was uploaded on 12/08/2009 for the course TEFLER ADM1300 taught by Professor Koppel during the Fall '09 term at University of Ottawa.

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ADM2320X summer 2008-ch 12 - 1 Managing Services Chapter 12...

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