Transcript Cpt 14

SERVICES
• Defined by degree of intangibility.
• Most are on a continuum (restaurant is part
good and part service).
• Reasons for prevalence:
– Over ½ of GDP of USA!
– Lifestyles and interests have changed (financial
services, travel, entertainment, recreation, day
care).
GOLDEN
CHARACTERISTICS OF
SERVICES
• Intangibility: Not physical and cannot be touched.
• Inseparability: Produced and consumed at same
time.
• Perishability: Impossible to store for future use.
• Heterogeneity: Variation in quality.
–
–
–
–
1 org. to another org.
1 service in an org. to another in same org.
1 outlet to another in same org.
One employee’s variation (Gary’s lectures!).
GOLDEN