Chapter 1 introduction to services Flashcards
People processing (tangible actions)
Services directed at people’s bodies
What are services?
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.
Procession processing (tangible actions)
services directed at people’s tangible actions
mental stimulus processing (intangible actions)
services directed at people’s minds
information processing (intangible actions)
services directed at people’s intangible possessions
Service dominant logic
looks at a service from a broader perspective. It suggests that all products and physical goods are valued for the service they provide
Intangibility
they cannot be seen,felt, tasted or touched
Heterogeneity
no services will be precisely alike given that they are performances
inseparability
most services are sold first and then produced and consumed simultaneously
Perishability
this characteristic refers to the fact that services cannot be saved, stored or returned
