Service Product: Goods and Services Flashcards
anything that is offered to a market for attention, acquisition, use or consumption that could satisfy a need or want.
Product
does not only involve intangible goods but must bge extended to include intangible object.
Product
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
Goods
what are the 4 features of services?
(IHIP)
Intangible
Heterogenous
Inseparable
Perishable
means that the production (aact of delivery of service) and the consumption (guest experience) can’t be separated from one another/
Inseparability
Inconsistency originated the concept of
“service recovery”
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
Smith 1776
Tangible, Standardized, production separate from consumption, and non perishable
Goods
Intangible, Heterogenous, Simultaneous production and consumption
Services
8 Dimensions of Quality for Service Product
- performance
- features
- reliability
- conformance
- durability
- serviceability
- aesthetics
- perceived quality
a service product’s primarcy operating characteristics.
Performance
secondary aspect of performance, supplement the basic functioning of a service product
features
ability to perform the promised service product dependably and accurately, also mean dependability
reliability
a service products’ design and characteristics should meet the standard sets. , treated as “targets” to be met in a specific
conformance
more detectable in goods rather than in services. has both technical and economic dimensions. the amount of use before a specific product deteriorates
durability
inclined towards goods rather than services; known as speed, courtesy, competence, and ease of repair.
serviceability
reflects how a guests is as an individual, matter of personal judgement, highly subjective
aesthetics
guests con’t have a complete guide on a service products’ dimension. they are indirectly measuring and its the only basis to compare brands
perceived quality
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.
Hill 1999
