Heterogeneity and intangibility of service products, Operation Management

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Heterogeneity and Intangibility of Service Products


Service may be variable, difficult to standardise. 

Intangibility of service products 

Not easily seen, evaluated or described. 

Perishability of service products 

Service can have a limited shelf life such as a theatre experience - only lasts in the memory of those who attended the performance. 

These are the important aspects of service: 

  • Customer satisfaction and service quality
  • The servqual model
  • The service-profit chain
  • Re-consideration of schmenner's service-process matrix
  • Zones of tolerance
  • Scripts
  • Developing a service strategy
  • Current thinking in services.

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