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

Explain at what rate have sales been growing, Shalit Corporation's 2008 sal...

Shalit Corporation's 2008 sales were $7 million. Its 2003 sales were $3.5 million. At what rate have sales been growing? Round your answer to the nearest hundredth.

Search a financial analysis report of coca-cola, Where can I find a financi...

Where can I find a financial analysis report of coca-cola for the past 5 years. I stress full financial analysis for the past 5years.

Explain what are the pitfalls, Essentially relativism reject the notion tha...

Essentially relativism reject the notion that there is are no absolutes that govern our behaviour. How then do we determine how we behave? How reasonable and plausible is this posi

Treats older workers differently than the younger workers, Carlos, age 24, ...

Carlos, age 24, and Samuel, age 47, are employed as security officers for Jackson Security Co. In an effort to retain qualified officers and to be more competitive with the salarie

Explain vertical integration as a supply chain strategy, Locate an organiza...

Locate an organization that has used vertical integration as a supply chain strategy. Describe in detail why you believe vertical integration was/was not the appropriate strategy.

Explain supply chain risk management tools, Of the barriers to supplier dev...

Of the barriers to supplier development mentioned in this chapter, which ones, in your opinion, are the most difficult to overcome? 2. Describe the major sources of supply base ris

Police resource was first utilized the jack the ripper case, What police re...

What police resource was first used in the Jack the Ripper Case?

Explain the economic order quantity, Question 1 In a net change MRP system ...

Question 1 In a net change MRP system requirements and schedules are considered rigid and never updated. Question 2 the customer grace period is a time-span having some specifie

Linear trend equation, A cosmetics manufacturers marketing department has d...

A cosmetics manufacturers marketing department has developed a linear trend equation that can be used to predict annual sales of its popular Hand and Foot Cream. We are given F sub

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