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 what both the plaintiff and defendant must do, What are the procedu...

What are the procedural steps necessary to sue a person or company for business law dispute? Discuss and illustrate what both the plaintiff and defendant must do.

Define globalization of health care good or bad for patients, Is the global...

Is the globalization of health care good or bad for patients? Who might benefit from the globalization of health care? Who might lose?

Compute the productivity in sales revenue/labour expense, Sailmaster makes ...

Sailmaster makes high-performance sails for competitive windsurfers. Below is information about the inputs and outputs for one model, the Windy 2000. Units sold 1,217 Sale price ea

Explain what order should these jobs be done, A machine shop has two machin...

A machine shop has two machines, M1 and M2. Four jobs A, B, C, and D need to be processed through machines M1 first and M2 second. Job A will take one hour on machine M1 and three

Explain collective bargaining and grievance procedure, When a union negotia...

When a union negotiates, with management, on behalf of its members to define and interpret employment contracts, it is known as: Answer (1) mediation. (2) Collective bargaining. (3

What does it mean to ask that hrm plays a strategic role, What does it mean...

What does it mean to say that HRM plays a strategic role in driving organizational performance? Consider recruiting, performance appraisal, and compensation strategies as part of y

Terminology of operation strategy, Terminology of Operation Strategy  ...

Terminology of Operation Strategy  It might be useful just to put some description to the terms used repetitively in this section.  Terminology of strategy  Mission or

Describe two methods for allocating costs, Explain two methods for allocati...

Explain two methods for allocating costs. Justify why you selected them and how you would make the most use of them in cost analysis. No copying and pasting or will not be ra

Explain the optimal order size, A retail outlet has its own production faci...

A retail outlet has its own production facility for producing denim cloth. The ordering cost ($150) is the cost of setting up the production process to make the denim cloth. The ca

Explain what is the bias, Given forecast errors of 5, 0, - 4, and 3, what i...

Given forecast errors of 5, 0, - 4, and 3, what is the bias?

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