BU352 Chapter Notes - Chapter 11: Service Provider, Starbucks, The Delivery (The Office)
Document Summary
Service intangible customer benefits that are produced by people or machines and that cannot be separated from the producer. Involves a deed, performance or effort that cannot be physically possessed. Customer service - specifically refers to human or mechanical activities firms undertake to help satisfy their customer"s needs and wants. Economies of developed countries have become increasingly dependent on services. Ie food preparation, lawn care, cleaning, car repair: people place a high value on convenience and leisure. Most households have little time for household maintenance activities: as the canadian population ages the need for healthcare professionals also increases. Services marketing differs from product marketing differs due to four fundamental differences that are unique to services; these differences make marketing for services considerably more difficult. Core differences between services and goods: inseparable, variable (inconsistent, perishable (inventory, intangible, intangible a characteristic of a service. They cannot be touched, tasted or seen like a pure product can.
