MKT 723 Chapter Notes - Chapter 1: Gross Domestic Product, Cost Accounting
14 May 2015
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Intangible activities, benefits, or satisfactions that an organization provides to consumers in exchange for money or something else of value. A product without physical characteristics; a buncle of performance and symbolic attributes designed to produce consumer want satisfaction. Figure 1. 1 contributions of service industries to canadian gross domestic product. Canada has around 71% of its gdp attributed to the services industry. Services are generally more difficult to evaluate than goods before a purchase. Search qualities: physical qualities that enable products to be examined and compared. This eases the task of choosing among them. Experience qualities: characteristics of products that can be assessed mainly through using them. Credence qualities: qualities for which, even after purchasing, the buyer must simply trust that the supplier has performed the correct service. Heterogeneity (inconsistency: not all people, even in one service delivery organization, do everything the same.
