MCS 1000 Chapter Notes - Chapter 12: Flowchart, Personal Selling, Customer Experience

• School: University of Guelph
• Department: Marketing and Consumer Studies
• Course: MCS 1000
• Professor: Douglas Adlam

Document Summary

Services-intangible activities/benefits (trips, financial advice, auto repairs, etc. ) that an organization provides to satisfy consumers" needs; important component of economy. 47% gdp comes from services; billion in us services exports. Intangibility: services can"t be held, touched, seen before purchase decision. Inconsistency: developing, pricing, promoting and delivering services is a challenge because quality of service is inconsistent; varies upon people who provide them. Inseparability: consumer can"t separate deliverer of service from service itself. Inventory: inventory carrying costs are subjective, related to idle production capacity - service provider available but no demand for service. Service continuum - what companies bring to the market ranges from tangible to intangible; range of product-dominant to service-dominant offerings is the service continuum. Tangible products unaffected by problems presented by four i"s. Classifying services: delivered by people/equipment, equipment based - doesn"t have concerns of inconsistency. Operated by skilled operators (airlines: people based.