Chapter 1 introduction to services Flashcards

1
Q

People processing (tangible actions)

A

Services directed at people’s bodies

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1
Q

What are services?

A

A change in the condition of a person of a good belonging to the same economic unit is brought about as a result of the activity with the prior agreement of the former person.

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2
Q

Procession processing (tangible actions)

A

services directed at people’s tangible actions

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3
Q

mental stimulus processing (intangible actions)

A

services directed at people’s minds

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4
Q

information processing (intangible actions)

A

services directed at people’s intangible possessions

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5
Q

Service dominant logic

A

looks at a service from a broader perspective. It suggests that all products and physical goods are valued for the service they provide

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6
Q

Intangibility

A

they cannot be seen,felt, tasted or touched

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7
Q

Heterogeneity

A

no services will be precisely alike given that they are performances

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8
Q

inseparability

A

most services are sold first and then produced and consumed simultaneously

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9
Q

Perishability

A

this characteristic refers to the fact that services cannot be saved, stored or returned

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