how do we define and classify services, and how do they differ from goods
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Chapter 12:Designing and managing
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How do we define and classify services, and how do they differ from goods?
By:Kartik SinglaIndian Institute of Technology(BHU), Varanasi
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A service is any act of performance one party can
offer to another
that is intangible and does not result in the ownership of
anything.
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Government sector services (Police)
Private Nonprofit sector services (colleges)
Business sector services (companies)
Manufacturing sector services (accountants)
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Services can be classified on the basis of:
1.
Equipment based
People based
Manual or automatic
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2. Different processes of delivery
Different type of restaurant services
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Presence or absence of
client3.
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Needs4.
Personal need
Business need
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Objectives5.
Profit
Non profit
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Ownership6.
Private
Public
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Differences between products and services
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Physical products can be touched,
ButServices are
Intangible i.e. they cannot be seen, tasted or felt before they are bought.”
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Physical products are manufactured and consumed later,
ButServices are
Inseparable i.e. they are produced and consumed simultaneously.
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Physical products
are of the same type
if they belong to the
same category,
ButServices have high
Variability i.e. their quality depends highly on the provider.
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Physical products can be stored,
ButServices are
Perishable i.e. they need to be provided at the right place and time to right people.
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“These slides were prepared by ‘Kartik Singla’
as a part of an internship done under ‘Prof. Sameer Mathur’ (www.IIMInternship.com).”
Disclaimer