MUSKINGUM
BUSI 341 -
Services
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SERVICESCHARACTERISTICS OF SERVICESGOLDENSERVICESSERVICES•Defined by degree of intangibility.•Most are on a continuum (restaurant is part good and part service).•Reasons for prevalence:–Over ½ of GDP of USA!–Lifestyles and interests have changed (financial services, travel, entertainment, recreation, day care).GOLDENCHARACTERISTICS OF CHARACTERISTICS OF SERVICESSERVICES•Intangibility: Not physical and cannot be touched.•Inseparability: Produced and consumed at same time.•Perishability: Impossible to store for future use.•Heterogeneity: Variation in quality.–1 org. to another org.–1 service in an org. to another in same org.–1 outlet to another in same org.–One employee’s variation (Gary’s
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