COMMERCE 2MA3 Chapter Notes - Chapter 12: Servqual, Internal Communications, Impression Management
19 Jun 2016
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Document Summary
Services are activities, deeds, or other basic intangibles offered for sale to consumers in exchange for money or something else of value. Services sector is responsible for over 70% of canada"s total economic output as well as 75% of it workforce. Pure good implies that the consumer obtains benefits from the good alone without any added value from service. Pure service assumes there are no goods elements to the service that the consumer receives. 4 is of services: i. e. unique elements to services: difference b/w goods and services: intangibility: services are intangible. A major market need is to make them tangible or to show the benefits of using a service: inconsistency: developing, pricing, promoting, and delivering services is challenging because the quality of a service is often inconsistent. Quality varies with each person"s capabilities and day-to- day job performance. On production lines, quality may be bad or good, but it will be consistent: inseparability: there are two dimensions to inseparability.
