Product & Service Strategy Part 3 Flashcards
1
Q
Service Inseparability
A
The concept that services are produced and consumed at the same time and cannot be separated from their providers
2
Q
Service Variability
A
The concept that the quality of services may vary greatly depending on who provides them and when, where, and how they are provided
3
Q
Service Perishability
A
The concept that services cannot be stored for later sale or use
4
Q
Service Intangibility
A
The concept that services cannot be seen, tasted, felt, heard, or smelled before they are bought
5
Q
Service Profit Chain
A
The chain that links service firm profits with employee and customer satisfaction
