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

Describe questionable behaviour, Please answer a detailed explanation for t...

Please answer a detailed explanation for the following scenario: Your Company has recently hired a new employee for an upper level management position. They have performed exceptio

Sunshine enterprises case study answers, what is the average value of loyal...

what is the average value of loyal customer at abby''s restaurants?

Locational break - even analysis, Locational Break - even analysis In ...

Locational Break - even analysis In comparing several  potential location on  an economic  basis,( i., e, tangible factor)  the only  revenues  and costs  that need  to be con

What is long-term profitability goals, Discuss the strategic importance of ...

Discuss the strategic importance of layout decisions. How important as these decisions in terms of a company's long-term profitability goals? What are some examples?

Supply chain, to what extent is SCM applicable to a service operation

to what extent is SCM applicable to a service operation

Describe do not have to be at the same level of the wbs, All work packages ...

All work packages in a project: Answer Do not have to be at the same level of the WBS Must be at the same level of the WBS Do not have to be referenced in the Work Brea

Define the cost of equity as a check on the capm calculation, Was there som...

Was there some other way to estimate the cost of equity as a check on the CAPM calculation?

Explain salary will the inducement comprise, Existing salary for managers i...

Existing salary for managers is 45,000 euros (58,567 US DOLLARS) PLUS BONUSES. AVERAGE SALARY FOR MANAGERS IN RANGE IS 60,000 EUROS (78,090), NO BONUSES. Recommendations must inclu

Describe what is the basic problem causing this conflict, You are the plant...

You are the plant manager at Acme Plastics. You are running two shifts, a day shift and an evening shift. Before the day shift leaves each day, the workers must get an adequate sup

Explain standard deviation, Under what kinds of circumstances might an orga...

Under what kinds of circumstances might an organization wish to use control limits of 2 standard deviations or even 1 standard deviation? What should it bear in mind when using the

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