Heterogeneity and intangibility of service products, Operation Management

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Heterogeneity and Intangibility of Service Products

Heterogeneity 

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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