MGT 306 Lecture Notes - Lecture 4: Psychographic, Servicescape
10 May 2018
School
Department
Course
Professor
• Nature of Services:
➢ Partly or wholly intangible.
➢ Consumed at the moment or during period of production/delivery.
➢ Interaction between service provider & customer, client, or guest.
o If we call our customer service on the telephone = basically intangible.
o Consumed & manufactured.
o People are not always consistent.
▪ Service is difficult b/c people change.
▪ You can have some control over the guests, but not all the context.
▪ You can learn to read the guest, so you can be sensitive to their wants
& needs.
Service
Provider
Present
Hospitality
Lawn Service
Medical
Watch Repair
Professional
Service
Provider
Not Present
Electric/Gas Utilities
Answering services
ATM
TV security services
Vending Machines
Customer Present
Customer Not Present
➢ Service Industry:
o Industrial Economy Service Economy Experience Economy
▪ From acceptable goods to memorable experiences
▪ Tangibility
o As we move into 21st century, we change into a service economy.
o That is starting to change into an experience economy.
o Experience is not tangible; it becomes a part of our memory.
• Understanding the Guest:
find more resources at oneclass.com
find more resources at oneclass.com
