Services

Question 1

REF and DEF: Services vs. goods

Answer 1

Blackmon (2022)
Services have common characteristics:
- Produced at the same time as they are consumers
- Cannot be inventoried

^Challenged by recent technology

Question 2

REF: Value judged by the customer

Answer 2

Karnes et al. (1995)

• impossible to determine exactly what a “high quality” good or service is - but we can approximate
• scope of elements makes measurement tricky

Question 3

REF: SERVQUAL and SERVPERF

Answer 3

SERVQUAL: Parasuraman et. al (1988)
SERVPERF: Cronin and Taylor (1992)

Question 4

REF: Innovation thinkers

Answer 4

Schumpeter (1992): Creative destruction

Christensen (2013): Disruptive innovation

Question 5

REF: S-curves

Answer 5

Rogers (1962)