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

Rules related to the design of tools and equipment, Related to the  Desig...

Related to the  Design  of Tools and Equipment: 1.        The hands should  be relieved of all work  that can  done more  advantageously by a jig a  fixture  or a foot operate

Explain technologies to keep the organization competitive, Select an organi...

Select an organization. Who are the stakeholders of your selected organization? How would the stakeholders be affected by the failure of the organization to keep up with new techno

Explain evidence you have seen if the imperatives for change, Discuss evide...

Discuss evidence you have seen if the imperatives for change, flexibility, and responsiveness faced by today's firms.

Describe who will involve your management team, Describe who will comprise ...

Describe who will comprise your management team and what talents or skills each of the teams members will bring to the organization. Include a simple organizational chart. How do I

Explain linking purchasing to the corporate strategy, Q. Explain linking pu...

Q. Explain linking purchasing to the corporate strategy? Linking purchasing to the corporate strategy Wording of Professor Paul Cousin about, supply chain management is as r

Explain various goods from similar amount of resources, Explain various num...

Explain various numbers of goods as output from similar amount of resources (input) in improving productivity. Management can raise productivity that is management can get vari

Production control function, Production control Function 1. Dispatchi...

Production control Function 1. Dispatching : Dispatching may be  defined as setting  production activities in motion through  the  release  of orders ( work order shop order)

Through television marketing how do consumers select quality, Through telev...

Through television marketing how do consumers perceive different brands as being the best quality?

What are policy and operative decisions, What are policy and operative deci...

What are policy and operative decisions? Policy decisions are very significant, they are taken by top management, and they have a long-term impact and mostly relate to fundamen

Define the term total quality management in short, Define the term total qu...

Define the term total quality management in short. Total quality management (TQM): Total quality management is the procedure of embracing a quality conscious philosophy o

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