Management and Organizational Studies 2320A/B Chapter 10: Chapter 10 Services The Intangible Product.docx

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

Document Summary

Customer service: specifically refers to human or mechanical activities firms undertake to help satisfy their customers" needs and wants. Service sector makes up more than 70% of canada"s economy, the lion"s share of jobs, and is growing far faster than goods-producing industries. 4 i"s of services are intangible, inseparable from their providers, inconsistent (variable), and cannot be held in inventory (perishable) Intangible: a characteristic of a service; it cannot be touched, tasted, or seen like a pure product can. Services are produced and consumed at the same time. Inseparable: a characteristic of a service: it is produced and consumed at the same-that is, service and consumption are inseparable. Astute service marketers provide opportunities for their customers to get directly involved in the service. Because the purchase risk in these scenarios can be relatively high, services sometimes provide extended warranties and 100-percent satisfaction guarantees. Inconsistent: a characteristic of a service: its quality may vary because it is provided by humans.