Study Notes for Chapter 12

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Department
Management (MGM)
Course
MGMA01H3
Professor
Ingrid L.Stefanovic
Semester
Fall

Description
Chapter 12: Services SERVICES VS. GOODS Services - a product without physical characteristics -- a bundle of performance and symbolic attributes designed to produce consumer want satisfaction Tangible Attributes - attributes that can be experienced y the physical senses, such as sight, touch, and smell Intangible Attributes - attributes that cannot be experienced by the physical senses - goods sell things and services sell performances Buying Promises 3 Types of Product Properties for GoodsServices... 1. Search - physical qualities that enable products to be examined and compared, thus easing the task of choosing 2. Experience - characteristics of products that can be asssessed mainly through using them 3. Credence - qualities for which, even after purchasing, the buyer must simply trust
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