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Product or Service (Experience is a co creation between customer and…
Product or Service
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Service Characteristics:
Intangibility, exists in connection with other things. There is no physical object.
Heterogeneous: It may be varied according to the nature and requirement of the customer. (Each customer experience is unique in some way)
Inseparable: services are inextricably linked with customers in terms of their production and consumption. ( Can't create a service until both customer and what they want is known. )
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Perishable: They perish in the very instant of their performance. They are not store able like an inventory. Available seats on an aeroplane.
Service quality quantified in this way. SERVEQUAL 5 factors addressing customers perspective of quality
Tangibles: physical faculties, equipment, staff appearances
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Products are purchased and ownership is then exchanged. Where as a service does not have a sold asset ownership. Degree course?