Professional Documents
Culture Documents
01 The Role of Services in An Economy
01 The Role of Services in An Economy
Current data:
India- 65%
USA- 90%
Interrelated Role of Services
Difference between products and
services
Products Services
tangible intangible
homogeneous heterogeneous
Production and distribution are Production, distribution and
separated from consumption consumption are simultaneous processes
A physical item An activity or process
Core value processed in Core value produced in the buyer-seller
factory interaction
Customers do not participate Customers participate in production
in the production process Co-producer
Can be kept in stock Cannot be kept in stock
Transfer of ownership No transfer of ownership
Characteristics of services
Intangibility
Inseparability
Perishability
Variability
Characteristics of services
Inseparability:
– Customer and service provider can not be
separated.
– Both have to be present for service to take
place
– Involvement of both required. Extent can vary
Characteristics of services
Perishability :
– can not be stored
– Can not be inventoried
– Capacity is lost for ever
Challenge:
– Demand supply balancing
Characteristics of services
Variability :
– Quality differs every time you take a service
– Depends on customer
– Depends on service provider because of
People involvement
Classification
They could be
Equipment/tool based - ATM
People based – varying skill levels –
Doctor consultation
Customer involvement – Hair cut
Object involvement – Laundry service
Information – Banking process
Classification of service