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

What is reliability is decriminator in cost of gps receivers, The DAGR GPS ...

The DAGR GPS receiver will have a 25% increase inreliability over the PLGR GPS receiver. Using the PLGR as an analogy, an analyst estimated that the DAGR would cost 25% more than t

Explain the differences unsecured credit and secured credit, Compare and co...

Compare and contract unsecured credit and secured credit, and explain the key differences. Provide an example for each.

Rationalize your compensation as well benefits package, Rationalize your co...

Rationalize your compensation and benefits package. Be sure to indicate the research and considerations that went into the design of the compensation and benefits package.

Explain how compensation information is tracked, 1) An organization followi...

1) An organization following a differentiation strategy would most likely offer a compensation mix which was made up of: a. performance bonus. b. comprehensive benefits. c

Managing organizational change, Applying models and concepts from the cours...

Applying models and concepts from the course, analyze a significant change initiative you have observed, have been affected by or have had a hand in implementing in your organizati

Statistical Process Control (SPC), I have an excel assignment for the SPC, ...

I have an excel assignment for the SPC, so I want to know if you could do it and how much will it cost?

Describe the steps of the collaboration process, 1. State the primary reaso...

1. State the primary reasons for the organizations existence from an analysis of the mission, vision, values, and goals. & Intro. 2. Analyze the reason for the type of organizat

Explain trend-adjusted exponential smoothing model, After plotting demand f...

After plotting demand for four periods, an emergency room manager has concluded that a trend-adjusted exponential smoothing model is appropriate to predict future demand. The initi

Operation Management, A paper mill produces two grades of paper viz., X and...

A paper mill produces two grades of paper viz., X and Y. Because of raw material restrictions, it cannot produce more than 400 tons of grade X paper and 300 tons of grade Y paper i

Explain gather information outside a case analysis, When should you gather ...

When should you gather information outside a case analysis by going to the library or using the Internet and, what should you look for?

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