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 interested in obtaining a measure of overall perform, Cunningham Pe...

Cunningham Performance Auto, Inc. modifies 375 autos per year. The manager, Peter Cunningham, is interested in obtaining a measure of overall performance. He has asked you to provi

Process charts - process design, Process Charts - Process Design The ...

Process Charts - Process Design The process flow chart is probably the most commonly used means of recording, and comes in several variants. Each of them uses some, or all, o

Explain type of antennas issues signals with equal strength, Name the type ...

Name the type of antennas issues signals with equal strength and clarity in all directions? a. directional b. bi-directional c. tri-directional d. omni-directional

Why might a probabilistic estimate, Why might a probabilistic estimate of t...

Why might a probabilistic estimate of the project completion time base solely on the variance of the critical path be misleading? Under what circumstances would it be acceptable?

Describe what are the benefits of working for someone else, What are the be...

What are the benefits of working for someone else? What are the advantages of being part of a company or agency that is established? Explain. Reference/Cited

Explain productivity change for labour and investment, Refer to problem 1.1...

Refer to problem 1.13. The pay will be $8 per hour for employees. Charles lacket can also improve the yield by purchasing a new blender. The new blender will mean an increase in hi

Management of change projects, Choose an Operations Management problem rela...

Choose an Operations Management problem relating to an organisation with which you are familiar and undertake a critical review. This should include (indicative marks provided):

Explain work is a combination of precision machining, Layout Homework Probl...

Layout Homework Problems 6. Avalanche, Inc. is a manufacturer of premium snow skis. The work is a combination of precision machining and skilled craftsmanship. Before completion, s

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