74-231 Chapter Notes - Chapter 10: Mass Customization, Ford Field, Manicure

• School: University of Windsor
• Department: Business
• Course: 74-231
• Professor: Alex Wellington

Document Summary

Experience quality characteristic assessed after use. For example, you don"t know if your dentist is painless until you have him do something to you. Credence quality characteristic requiring expertise and experience, i. e. credibility. You have to have a certain level of expertise to be able to evaluate these people in their respective jobs. Hence, we often see in medical areas that governments or third parties will provide oversight: inseparable services are often inseparable from the provider. For example, you actually have to physically go to the surgeon if you want surgery. You can"t get your oil changed through the internet: heterogeneous lots of variation possible in services. The second time the professor went to a restaurant, he bought the same meal as before, but this time it tasted awful although the service was good: perishable services are not perishable. If you have a hotel with 100 rooms, you can only sell a maximum of 100, not 160 or 300.