Service provision

Question 1

intangibility

Answer 1

services are activities undertaken by the organisation on
behalf of its customers and therefore cannot be packaged for the customer
to take away with them

Question 2

inseparability

Answer 2

services are often created by the organisation at the
same time as they are consumed by the customer. The service cannot
therefore be easily distinguished from the person or organisation providing
the service.

Question 3

perishability

Answer 3

– services cannot be stored for later.

Question 4

varaiability

Answer 4

each service is unique and cannot usually be repeated in
exactly the same way, making offering a standardised service to
customers very difficult