Service: Difference between revisions
From CEOpedia | Management online
m (Infobox5 upgrade) |
m (Text cleaning) |
||
| Line 1: | Line 1: | ||
Frequently a '''service''' has been described as an act, a progress and a performance. More widely definition can described it as economic activities that create | Frequently a '''service''' has been described as an act, a progress and a performance. More widely definition can described it as economic activities that create "added value" and provide benefits for customers or organizations. | ||
The definition and scope of this idea is widespread and could mean all of the following: | The definition and scope of this idea is widespread and could mean all of the following: | ||
* Service as an [[organization]], that is the full business resides within the service sector. | * Service as an [[organization]], that is the full business resides within the service sector. | ||
:Examples: restaurant, [[insurance]] [[company]] | :Examples: restaurant, [[insurance]] [[company]] | ||
* Service as core [[product]]- the profitable outputs of a service [[organization]]. | * Service as core [[product]] - the profitable outputs of a service [[organization]]. | ||
:Examples: | :Examples: holiday, [[insurance]] service | ||
* Service as a product augmentation | * Service as a product augmentation - it is made to improve the [[core product]]. | ||
:Example: special hairdresser's offer | :Example: special hairdresser's offer | ||
* Service as a product support- here we can mention all customers oriented activities which take place after the delivery. | * Service as a product support - here we can mention all customers oriented activities which take place after the delivery. | ||
:Example: repair service | :Example: repair service | ||
The main service industries are: [[hospitality]], [[tourism]], health services, [[education]], financial | The main service industries are: [[hospitality]], [[tourism]], health services, [[education]], financial | ||
*'''Intangibility''' | * '''Intangibility''' | ||
Even thought a lot of services contain some tangible aspects the service performance leading to a [[customer]]’s experience is intangible. | Even thought a lot of services contain some tangible aspects the service performance leading to a [[customer]]’s experience is intangible. | ||
*'''Inseparability''' | * '''Inseparability''' | ||
Services are some kind of processes. We can mention that customers take part in the [[production]] of service. Mostly in act of service there should be present in the same place and at the same time the buyer and the seller. | Services are some kind of processes. We can mention that customers take part in the [[production]] of service. Mostly in act of service there should be present in the same place and at the same time the buyer and the seller. | ||
*'''Perishability''' | * '''Perishability''' | ||
Because of intangible nature of services there cannot be stored, inventoried or re-used. | Because of intangible nature of services there cannot be stored, inventoried or re-used. | ||
*'''Heterogeneity''' | * '''Heterogeneity''' | ||
[[Standardization]] and [[quality]] are amazingly difficult to control, moreover it is hard to measure [[quality]] of services. Each person can have totally different expectations and opinions. | [[Standardization]] and [[quality]] are amazingly difficult to control, moreover it is hard to measure [[quality]] of services. Each person can have totally different expectations and opinions. | ||
| Line 30: | Line 30: | ||
* Jo Bitner, M., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). ''[http://areas.kenan-flagler.unc.edu/marketing/facultystaff/zeithaml/selected%20publications/customer%20contributions%20and%20role%20in%20service%20delivery.pdf Customer contributions and roles in service delivery]''. International journal of service [[industry]] [[management]], 8(3), 193-205. | * Jo Bitner, M., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). ''[http://areas.kenan-flagler.unc.edu/marketing/facultystaff/zeithaml/selected%20publications/customer%20contributions%20and%20role%20in%20service%20delivery.pdf Customer contributions and roles in service delivery]''. International journal of service [[industry]] [[management]], 8(3), 193-205. | ||
* Kelley, S. W., Donnelly, J. H., & Skinner, S. J. (1990). ''Customer participation in service production and delivery''. Journal of retailing, 66(3), 315-335. | * Kelley, S. W., Donnelly, J. H., & Skinner, S. J. (1990). ''Customer participation in service production and delivery''. Journal of retailing, 66(3), 315-335. | ||
[[Category:Microeconomics]] | [[Category:Microeconomics]] | ||
[[pl:Usługa]] | [[pl:Usługa]] | ||
{{a|Weronika Winkowska}} | {{a|Weronika Winkowska}} | ||
Latest revision as of 04:24, 18 November 2023
Frequently a service has been described as an act, a progress and a performance. More widely definition can described it as economic activities that create "added value" and provide benefits for customers or organizations.
The definition and scope of this idea is widespread and could mean all of the following:
- Service as an organization, that is the full business resides within the service sector.
- Service as core product - the profitable outputs of a service organization.
- Examples: holiday, insurance service
- Service as a product augmentation - it is made to improve the core product.
- Example: special hairdresser's offer
- Service as a product support - here we can mention all customers oriented activities which take place after the delivery.
- Example: repair service
The main service industries are: hospitality, tourism, health services, education, financial
- Intangibility
Even thought a lot of services contain some tangible aspects the service performance leading to a customer’s experience is intangible.
- Inseparability
Services are some kind of processes. We can mention that customers take part in the production of service. Mostly in act of service there should be present in the same place and at the same time the buyer and the seller.
- Perishability
Because of intangible nature of services there cannot be stored, inventoried or re-used.
- Heterogeneity
Standardization and quality are amazingly difficult to control, moreover it is hard to measure quality of services. Each person can have totally different expectations and opinions.
See also:
| Service — recommended articles |
| Customer — Core product — Perceived quality — Basic product — Quality — Product — Certificate of approval — SERVQUAL — Importance of brand |
References
- Jo Bitner, M., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International journal of service industry management, 8(3), 193-205.
- Kelley, S. W., Donnelly, J. H., & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of retailing, 66(3), 315-335.
Author: Weronika Winkowska
