Chapter 10 - Service Strategy

Chapter 10 - Service Strategy - CHAPTER 10 SERVICE STRATEGY...

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Unformatted text preview: CHAPTER 10 SERVICE STRATEGY SERVICE STRATEGY Characteristics of Products and Services Service Continuum Concept Capacity Management Major Services 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 SERVICE CONTINUUM Pure Tangible Good Soap, Beer Tangible Good with some Services Automobile A Hybrid Restaurant Service with some Tangible Good Telephone Pure Service Lawyer CAPACITY MANAGEMENT OF SERVICES Excess Capacity Strategies Lay off employees...
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Chapter 10 - Service Strategy - CHAPTER 10 SERVICE STRATEGY...

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