ch. 12 Services Student Version

ch. 12 Services Student Version - 2010 Robert H. Smith...

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Unformatted text preview: 2010 Robert H. Smith School of Business University of Maryland Chapter 12: Services Professor Whitney Fall 2010 2010 Robert H. Smith School of Business University of Maryland How Services Differ from Goods Intangible Intangible Inseparable Inseparable Heterogeneous Heterogeneous Perishable Perishable No physical object makes it hard to communicate benefits. Production and consumption are simultaneous, meaning the consumer takes part in production. Services depend on their employees for quality, which makes consistency difficult to achieve. Services cannot be saved, and it is challenging to synchronize supply and demand. 2010 Robert H. Smith School of Business University of Maryland When Services are Assessed Online http://www.webmd.com Search Qualityapplied to goods more often, assessed before purchase Experience qualityassessed after purchase Credence qualityassessed only with appropriate knowledge. 2010 Robert H. Smith School of Business University of Maryland...
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ch. 12 Services Student Version - 2010 Robert H. Smith...

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