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

Supply Network, In a 1-2 page paper with a graphic as an appendix, identify...

In a 1-2 page paper with a graphic as an appendix, identify a supply network and evaluate the importance of operations management in moving this product through the supply chain to

Describe determine the number of units where either, Stan Fawcett's company...

Stan Fawcett's company is considering producing a gear assembly that it now purchases from Salt Lake Supply, Inc. Salt Lake Supply charges $4 per unit with a minimum order of 3000

Describe ways of improving decision making process, Question 1: (a) Exp...

Question 1: (a) Explain the specific steps you would take to ensure that an individual has the appropriate abilities to satisfactorily do a given job. (b) Explain  the four

Explain bottlenecks that may occur during the project, Briargrove has agree...

Briargrove has agreed to your plan. The CLN Team is asking for a refined version of the plan making the corrections based on their recommendations. They are requesting a comprehe

Explain what are liquidity ratios, Now let's continue our discussion about ...

Now let's continue our discussion about the financial aspects of owning your own business that are part of, by considering the idea of "ratio analysis". In considering "financial r

Selection is an vital part of recruiting, Selection is an important part of...

Selection is an important part of recruiting as it will ultimately lead to job offers. Which employee selection method would you recommend using? Provide an example and explain the

Proposed solutions to combat conflicts of interest, Three major solutions h...

Three major solutions have been proposed to combat the medical industry conflicts of interest detailed above in this paper. The first solution is embodied in the Physician Payments

What order quantity will minimize the total inventory cost, Question: Y...

Question: You are the Operations Manager at Alien University and one of your responsibility is to manage the supplies of the University. One of your supplier has given you quan

Public and private service sector - education, Public and Private Service S...

Public and Private Service Sector - Education 1. Life long learning; increased personal cost 2. Increase in competency/vocational qualifications 3. Global study on the

Define the resources over and under capacity, Define the resources over and...

Define the resources over and under capacity. The resources over and under capacity: a. Over capacity: it is also called as spare capacity resources for example, staff

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