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Characteristics of Services (Intangibility (Activities that form…
Characteristics of Services
Intangibility
Activities that form satisfaction
Customer satisfaction with services
Connection with sale of goods
No physical existence
Perishability
Time dependant and time important
Services only exist at time of production
e.g. efficient scheduling and services done on time
Inseparable
Customer experience of services
Customer feedback
Customer evaluation
Heterogeneity
Quality of services
different throughout each employee
Day-to-day performance evaluation
