Management and Organizational Studies 1021A/B Lecture Notes - Lecture 9: Tooth Whitening, Snapple, Uptodate

• School: Western University
• Department: Management and Organizational Studies
• Course: Management and Organizational Studies 1021A/B
• Professor: Annalise Ferro

Document Summary

Non-durable good: item that does not last is only consumed once, or for a limited amount of times. Durable good: a product that lasts for an extended period of time (popcorn, fuel) The uniqueness of services (4 i"s of services) Intangibility: tend to be more performance-oriented, cannot generally be tried, held or touched before purchase (free-trials overcome this drawback) Inconsistency: developing pricing, promotion and delivering of services is challenging because quality of service is dependent on people providing it, which differs in consistency. Employees are inconsistent in providing their levels of service: they have different motivation, different personalities, different levels of skill i. e. nice waiter one time vs rude waiter the second tie. Inseparability: consumer cannot always separate the deliverer of service from the service itself. An employee provides a different service than the company does itself: it"s hard to separate the person providing the service from the organization itself.