Contrasting services with manufacturing - Characteristics of services - Service characteristics and innovation
6 important questions on Contrasting services with manufacturing - Characteristics of services - Service characteristics and innovation
What are the five characteristics of services that have the greatest influence over how they can be managed?
- Intangibility
- Customer contact
- Inhomogenity
- Services are perishable
- Service quality is multifaceted
What is meant by "Customer contact"?
What are the three categories in which the level over customer contact can be divided in?
- Interpersonal service
- Remote service
- Self-service
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Recent research has shown that the customer contact can be understood of three different dimensions. Which dimensions?
- The contact time
- The intimacy of the contact
- The information exchanged
What is meant by "Services are perishable"?
What is meant by "Service quality is multifaceted"?
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