Contrasting services with manufacturing - Characteristics of services
4 important questions on Contrasting services with manufacturing - Characteristics of services
What are the 12 GATT classifications of services?
- Business services
- Communication services
- Construction and related engineering services
- Distribution services
- Educational services
- Environmental services
- Financial services
- Health-related and social services
- Tourism and travel-related services
- Recreational, cultural and sporting services
- Transport services
- Other services
How is the customer's perception of the quality and utility of a service product called?
What is augmented service offering?
- Higher grades + faster learning
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- 100% sure, 100% understanding
What are the three dimensions of the servicescape and what response follows out of them?
- Ambient conditions such as odors, air quality and temperature
Physiological responses in the consumer - Spatial layout of the facilities and their suitability for delivering the service
Cognitive responses, which are the consumers' perspective of a service - Signs/symbols and artifacts, such as the quality of the signage provided to travelers at an airport and the uniforms and appearance of the staff
Emotional responses leading to satisfaction or dissatisfaction
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