Service Product: Goods and Services

Question 1

anything that is offered to a market for attention, acquisition, use or consumption that could satisfy a need or want.

Answer 1

Product

Question 2

does not only involve intangible goods but must bge extended to include intangible object.

Answer 2

Product

Question 3

refer to any physical objects for which a demand exists. their ownership can be established, can exist independently of the owner, and can be traded on markets

Answer 3

Goods

Question 4

what are the 4 features of services?

Answer 4

(IHIP)
Intangible
Heterogenous
Inseparable
Perishable

Question 5

means that the production (aact of delivery of service) and the consumption (guest experience) can’t be separated from one another/

Answer 5

Inseparability

Question 6

Inconsistency originated the concept of

Answer 6

“service recovery”

Question 7

states that “a service may perish in the very instant of its performance and seldom leave any trace or value behind them for which an equal quantity of services could afterwards be procured

Answer 7

Smith 1776

Question 8

Tangible, Standardized, production separate from consumption, and non perishable

Answer 8

Goods

Question 9

Intangible, Heterogenous, Simultaneous production and consumption

Answer 9

Services

Question 10

8 Dimensions of Quality for Service Product

Answer 10

1. performance
2. features
3. reliability
4. conformance
5. durability
6. serviceability
7. aesthetics
8. perceived quality

Question 11

a service product’s primarcy operating characteristics.

Answer 11

Performance

Question 12

secondary aspect of performance, supplement the basic functioning of a service product

Answer 12

features

Question 13

ability to perform the promised service product dependably and accurately, also mean dependability

Answer 13

reliability

Question 14

a service products’ design and characteristics should meet the standard sets. , treated as “targets” to be met in a specific

Answer 14

conformance

Question 15

more detectable in goods rather than in services. has both technical and economic dimensions. the amount of use before a specific product deteriorates

Answer 15

durability

Question 16

inclined towards goods rather than services; known as speed, courtesy, competence, and ease of repair.

Answer 16

serviceability

Question 17

reflects how a guests is as an individual, matter of personal judgement, highly subjective

Answer 17

aesthetics

Question 18

guests con’t have a complete guide on a service products’ dimension. they are indirectly measuring and its the only basis to compare brands

Answer 18

perceived quality

Question 19

Goods refer to any physical objects for which a demand exists. Physical attributes are preserved over time; their ownership can be established, can exist independently of the owner ; and can be traded on markets.

Answer 19

Hill 1999