11 - Service Strategy - CHAPTER11 SERVICESTRATEGY...

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    CHAPTER 11 SERVICE STRATEGY
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    SERVICE STRATEGY Characteristics of Products and  Services   ( Pructs are different from services to sell) Service Continuum Concept Capacity Management( seasonal flights to europe  more int the summer) Major Services ( Acct, lawyers,  licensed @ state level.)
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    CHARACTERISTICS OF  PRODUCTS AND SERVICES     Products                         Services More tangible                More intangible Produced and                Produced and consumed at                  consumed at different times                same time More uniform                 More variable quality control               quality control
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    SERVICE CONTINUUM Pure Tangible Good                      Soap, Beer Tangible Good with
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