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Four Characteristics of service retailing - Coggle Diagram
Four Characteristics of service retailing
Inseparability
Consumer may be involved in service production.
Consumer loyalty may rest with employees.
Service provider cannot mass produce services.
Example: I prefer to go salon that the barber will talk with me during haircut so that i will not felt boring.
Perishability
Services cannot be stored.
Balancing supply and demand is very difficult.
Demand may be time sensitive.
Example: Empty seat on plane cannot be utilized and charged after departure because we cannot sell the ticket after the aeroplane have fly away.
Variability
Standardization and quality control hard to achieve.
Services may be delivered in locations beyond control of management.
Customers may perceive variability even when it does not actually occur.
Example: I prefer to go KFC at Boulevard than KFC at The Spring. It is because their customer service most better. When the counter KFC at Boulevard give me the balance, they will put on my hand and said thank you but the counter KFC at The Spring just put on the table and without looking at me and did not said thank you.
Intangibility
No patent protection.
Difficult to display.
Service prices difficult to set.
Quality judgment is subjective.
Some services involve experiences.
Example: I prefer to go McDonald's because they have self services that we just need to order and get our food at the counter.