Heterogeneity and intangibility of service products, Operation Management

Assignment Help:

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.

Related Discussions:- Heterogeneity and intangibility of service products

Define elasticity of demand, In considering the price part of the 4Ps, and ...

In considering the price part of the 4Ps, and the customer demand aspect of that, I'd like you to leave this course knowing about "elasticity of demand". Can you explain how that c

Explain health care information systems, 1. Analyze the basic technology un...

1. Analyze the basic technology underlying health care information systems and determine the most pressing need for innovation. 2. Explain (with specific examples using local hospi

Game theory is important for the understanding of what, Game theory is impo...

Game theory is important for the understanding of __________. A. competitive markets B. oligopolies C. all market structures D. monopolies

Describe what is the workstation cycle time, Some tasks and the order in wh...

Some tasks and the order in which they must be performed according to their assembly requirements are shown in the following table. These re to be combined into workstations to cre

Explain ethics training back to the workplace be maximized, Define the term...

Define the term, transfer of learning. (2) A critical issue in training is the transfer of training, and ethics training is no exception. How could the transfer of ethics training

Explain international union, Most day-to-day interaction between labour and...

Most day-to-day interaction between labour and management involves the: Answer (1) national union. (2) International union. (3) Industrial union. (4) Local union.

Explain sells radio frequency inventory, National Scan, Inc., sells radio f...

National Scan, Inc., sells radio frequency inventory tags. Monthly sales for a seven-month period were as follows: Month Sales (000)Units Feb. 19 Mar. 18 Apr. 10 May. 21 Jun. 16 Ju

AP2, Play now? Play later? You can become a millionaire! That''s what the...

Play now? Play later? You can become a millionaire! That''s what the junk mail said. But then there was the fine print: If you act before midnight tonight, then here are you cha

Define uninformed aspiring international business executive, "U.S Managemen...

"U.S Management theories contain a number of idiosyncrasies not necessarily shared by management elsewhere"...and then proceeds to mention three specific examples. Why might these

Explain what are the legal and ethical risks, What are the legal and ethica...

What are the legal and ethical risks associated with the decision about hiring truck drivers at Zyedego

Write Your Message!

Captcha
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd