Undergraduate SERVICE

Undergraduate SERVICE - The Management of Services...

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The Management of Services
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Importance of Services About 68% of GNP and 71% of employment comes from services. Most products have a service component. Can't avoid service. Most customers have a difficult time assessing the differences in services, but almost anyone can evaluate the difference in products.
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Importance of Service (cont’d) When surveyed most customers relate a very positive experience to service and a very negative experience to products. When a product fails, customer satisfaction can be recovered through good service.
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Differences Between Services and Products 1 Intangibility--cannot touch a service 2. Inseparability--produced and consumed simultaneously 3. Variability--service are generally not as uniform as products. 4. Perishability--can't be stored. 5. Joint Production--consumers are involved in the production of services.
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1. P Participants ---personnel, customer, other customers 2. P Physical Evidence --the environment in which the service occurs. 3.
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This note was uploaded on 10/13/2010 for the course MKT B280 taught by Professor Lawrence during the Fall '08 term at Loyola New Orleans.

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Undergraduate SERVICE - The Management of Services...

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