BUSI 520 Chapter Notes - Chapter 14: Internal Communications, Management Consulting, Intangibility
2 Mar 2018
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Government sector: courts, employment services, hospitals, loan agencies, military services, police and fire departments, postal service, regulatory agencies, and schools, is in the service business. Private nonprofit sector: museums, charities, churches, colleges, foundations, and hospitals is in the service business. Business sector: airlines, banks, hotels, insurance companies, law firms, management consulting firms, medical practices, motion picture companies, plumbing repair companies, and real estate firms, is in the service business. Manufacturing sector: computer operators, accountants, and legal staff, are really service providers. Service: any act or performance one party can offer to another that is essentially intangible and does not result in the ownership of anything. Categories of offerings (5: pure tangible good, tangible good with accompanying services, hybrid, major service with accompanying minor goods and services, pure service. Experience qualities: characteristics the buyer can evaluate after purchase. Credence qualities: characteristics the buyer normally finds hard to evaluate even after consumption. Service characteristics that affect the design of marketing programs (4)
