Professional Documents
Culture Documents
Definition: Activity or benefit that one party can offer to another that is essentially intangible and does not result in the
ownership of anything. Its production may or may not be tied to a physical product
Characteristics of services
Intangibility --Unable to be touched or grasped;
not having physical presence Inseparability Cannot be separated from the service provider Perishability cannot be stored (eg: Hotels providing off season discount Variability quality depends on who provide the service (eg: Same group provide different service quality at different location) Ownership No transfer of ownership(eg: Buy a car ,Tv etc transfer of ownership )
cinema theater etc Process Receive delivery of services ; how fast or easy the work gets done.
Qualities of services
Service provided is compared with the service expected.
If service provided is less than service
expected - customer gets disappointed If more customer feels satisfied Many successful firms provide additional benefits to their offering which not only satisfies customers but also delights them.
service quality specifications Gap between service quality specifications and service delivery Gap between service delivery and external communication Gap between expected service and perceived service
Services Monitoring
Continuous auditing of competitor service levels versus own company
Importance - performance analysis