L02_The Nature of Services

L02_The Nature of Services - + 1 Lecture 02 Nature of...

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+ Lecture 02 Nature of Services 1 THM1311 Introduction to Tourism and Hospitality
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+ Unique Characteristics of Services Simultaneity (Inseparability): Services are produced and consumed at the same time. Heterogeneity : Potential for high variability. A service is always unique. Intangibility : Services cannot be seen or tasted. Difficult to measure service value and quality. Perishability : Services cannot be stored. An empty seat on a plane is permanently lost. 2
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+ Implications of Simultaneity Simultaneous production and consumption. Customers participate in and affect the transaction. Customers affect each other. Employees affect the service outcome and quality. Mass production is hard to be achieved. 3
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Implications of Heterogeneity Heterogeneity reflects the potential for high variability in service delivery. Service delivery and customers satisfaction depend on employee actions. Service quality depends on many uncontrollable factors.
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This note was uploaded on 04/25/2011 for the course TOURISM & 1311 taught by Professor Lee during the Spring '11 term at Temple.

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L02_The Nature of Services - + 1 Lecture 02 Nature of...

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