Heterogeneity and intangibility of service products, Operation Management

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.
Posted Date: 3/18/2013 3:17:28 AM | Location : United States







Related Discussions:- Heterogeneity and intangibility of service products, Assignment Help, Ask Question on Heterogeneity and intangibility of service products, Get Answer, Expert's Help, Heterogeneity and intangibility of service products Discussions

Write discussion on Heterogeneity and intangibility of service products
Your posts are moderated
Related Questions
What is the average value of a loyal customer (VLC) at Abby''s restaurants (see Chapter 3)? What is the best way to increase revenue given your VLC analysis

One test of whether marketing research should be done is whether different outcomes will lead to different marketing actions. whether different outcomes will lead to the

Consider the make-or- buy in decision. Give three examples of situations in which a business should make, rather than buy. Give three examples of situations in which a business sho

Which of the following are defined as core goods? Chemicals Airlines Data storage systems Hotels None of the above

1. In Everson v. Michigan Department of Corrections, the defendant claimed that hiring only female Corrections and Residential Housing Unit Officers was justified as a BFOQ. The co

Describe the advantages and disadvantages of the various methods of data collection.

Explain Production in terms of management. Production is any procedure or process developed to transform a set of input elements as men, capital, materials, energy and inform

The Cardinal Electronics Company must project the sales of cellular phones for the next year (called year 2). The number of cell phones sold by Cardinal Electronics in each of the

Uniform Plant Loading - Just In Time To use the JIT concept, it is essential that production flows as smoothly as possible. To maintain uniform flow, Japanese companies have s

Simple regression analysis is a tool that characterize relationships between a _______________ and _____________________. regression partner, simple partner dependant variab