services: the intangible product Flashcards
1
Q
factors differentiating services from goods
A
- intangibility
- inseperability
- heterogeneity
- perishability
2
Q
What is intangibility?
A
can’t be touched or seen
3
Q
challenges of intangibility
A
- conveying benefits
- promotional challenges
4
Q
What is inseparability?
A
production and consumption happen simultaneously
5
Q
What is heterogenity?
A
variability in service due to human involvement
6
Q
solutions for heterogenity
A
- automation
- standardization
- training
7
Q
what is perishability?
A
service can’t be stored or resold once rendered
8
Q
challenges of perishability
A
revenue management
9
Q
service quality dimensions
A
- reliability
- responsiveness
- assurance
- empathy
- tangibles
10
Q
what is reliability?
A
ability to constantly perform the service
11
Q
what is responsiveness?
A
willingness of service provider to help customer
12
Q
What is assurance?
A
give trust/confidence to customers
13
Q
What is empathy?
A
caring and individualized attention from service providers
14
Q
What are tangibles?
A
physical evidence of a service
15
Q
example of tangibles?
A
- equipment
- workers appearance
