BUSI 2204 Lecture Notes - Lecture 11: Intangibility, Internal Communications
14 Dec 2017
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Document Summary
The result of applying human or mechanical efforts to people or objects. The inability of services to be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed. A characteristic that can be assessed only after use. A characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience. The inability of the production and consumption of a service to be separated; consumers must be present during the production. The inability of service quality to be consistent each time it is delivered because the service depends on the people who provide it. The inability of services to be stored for future use. The ability to perform a service dependably, accurately, and consistently. The knowledge and courtesy of employees and their ability to convey trust. Because of four unique characteristics of services, service quality is more difficult to define and measure than the quality of tangible goods.
