Tangibility & intangibility scale - service delivery system, Operation Management

Assignment Help:

Tangibility & Intangibility Scale - Service Delivery System

Products are things, services are ideas and concepts. From the figure you can see that there is no such thing as a 'pure' service. Is it sale of tyres, a product or a tyre fitting service? Is it shopping for pizza (a product) or eating a pizza in a restaurant which is a service. In the case of legal service, what is being purchased is advice or in insurance service, a promise. There is a spectrum where the product (tangible) or service (intangible - meaning subjective) component varies in contribution.

6_Strategic Service Concept and Consideration of Service Delivery System.png

 

Products are sold as part of a product/service bundle just as services are sold as a service/product bundle. Voss et al (1985) refers to a service package which consists of both physical items as well as subjective and intangible elements such as services. In most cases Voss argues that there is more than one service provided and cites hotels services as an example. Voss goes on to suggest that in evaluation a service encounter, the consumer assesses three elements:

  • The tangible service product (the food)
  • The intangible service (subjective appraisal of the waiter service provided)
  • The tangible environment in which it is provided (car parking, restaurant comfort seating etc). This does create a dilemma for business. Product innovation is patentable but service innovation is not. A summary of differences with service products which have no parallel with the manufacturing sector follows.

Related Discussions:- Tangibility & intangibility scale - service delivery system

#titleproductivity in service organization.., what are the strategies to bu...

what are the strategies to build productivity in service organizations

Airbus, 1)?An analysis of type of operations carried out and operating proc...

1)?An analysis of type of operations carried out and operating processes (i.e., project, batch, mass, professional service, service shop,?mass service, etc.) 2)?An identification

How manage the laz-skan development project, Base on the case study; United...

Base on the case study; United Photonics Malaysia Sdn Bhd Who do you think should manage the Laz-skan Development Project?

Discuss the breakeven point, Discuss the breakeven point. What is the break...

Discuss the breakeven point. What is the breakeven point? Why does a small business need to do a breakeven analysis?

Compare the traditional and matrix organization, Compare and contrast the t...

Compare and contrast the traditional and matrix organization. What are its advantages and disadvantages of the matrix organization?

Inventory, What is ABC analysis in inventory control? Discuss its advantage...

What is ABC analysis in inventory control? Discuss its advantages/disadvantages

Explain the method of job evaluation, Explain the method of job evaluation....

Explain the method of job evaluation. Method of job evaluation: Following are the methods wherein job evaluation is done:- a) Ranking method. b) Classification method.

Describe the lewin''s change process, Question 1: Change is often resis...

Question 1: Change is often resisted because of the uncertainty and ambiguity it creates, the concern that it might not be in the organisation's best interest. (i) Discuss

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