Management and Organizational Studies 2320A/B Chapter Notes - Chapter 10: Dry Cleaning, Customer Service

• School: Western University
• Department: Management and Organizational Studies
• Course: Management and Organizational Studies 2320A/B
• Professor: John White

Document Summary

Services marketing differs from product marketing: four fundamental differences in services: they are intangible, inseparable, variable, and perishable, these differences make marketing for services much harder than marketing for products. Intangible: intangible a characteristics of a service; it cannot be touched, tasted, or seen like a pure product can, hard to demonstrate the benefits received from a service, cannot be shown directly to potential customers. Inseparable production and consumption: inseparable a characteristic of a service; it is produced and consumed at the same time. Internet has also reduced inconsistency as customers can purchase items online. Inventory: inventory a characteristic of a service: it is perishable and cannot be stored for future use, must be able to balance the ups and downs of demand and capacity. Service recovery: sometimes service providers fail to meet customer expectations when this happens its best to make amends with the customer and learn from the experiences.