ADM 2320 Lecture Notes - Lecture 14: Influencer Marketing

• School: University of Ottawa
• Department: Administration
• Course: ADM 2320
• Professor: David Delcorde

Document Summary

Chapter 10: services: the intangible product (part 1) By providing good customer service, firms add value to their products & services. Service: any intangible offering that cannot be physically possessed: unique & marketed differently than a physical product. In a service economy, firms compete on how well they provide service to their customers in the form of customer service: firms invest heavily in customer service to help satisfy thei(cid:396) (cid:272)usto(cid:373)e(cid:396)s" (cid:374)eeds & (cid:449)a(cid:374)ts. Continuum from a pure service to a pure product . Most offerings lie approx. in the middle. Some firms lie somewhere in the middle. & include some service & some product or sell products w/ an embedded service element (e. g. restaurants) Many firms view service as a way or method of maintaining a sustainable competitive advantage. Some people believe that all products are in fact services. Economies of developed countries such as canada have become increasingly dependent on services: ex.