Exam - Q1 Flashcards
Service intangibility
Service intangibility means that services can’t be seen, felt, tasted, heard or smelled before they are bought
Service inseparability
Service inseparability means that services cannot be separated from their providers
Service variability
Service variability means that the quality of services depends on who provides them, as well as when, where and how they are provided
Service perishability
Service perishability means that services can’t be stored for later sale or use
Three levels of product
The three levels of product include the core customer value, the actual product and the augmented product
Core customer value
The core customer value is the core, problem solving benefits or services the consumers are after
The actual product
The actual product involves developing the product and its service features, along with its design, quality, brand name and packaging
The augmented product
The augmented product is the next step to offering additional customer benefits on top of the actual product
