Introduction to services Flashcards
What are goods?
objects, devices or things
What are services?
Deeds, efforts and performances
What is a product?
Good or service or a combination of both
Why are services are intangible?
They cannot be touched or sensed
What is inseperability?
Services are sold first, produced and consumed simultaneously and are dependant upon people
What is heterogenity?
The variation in consistency from one service transaction to the next.
What is perishability?
Refers to the fact that services cannot be saved, their unused capacity cannot be reserved, and they cannot be inventoried.
What is the servicescape?
The physical evidence that surrounds the service:
- ambient conditions
- inanimate objects
- signs and symbols
What are the 4 factors which surround the customer in the service delivery model?
1) Servicescape
2) other customers
3) Contact personnel/staff
4) Organisation/systems
