Services characteristics: Contingency variables

4 important questions on Services characteristics: Contingency variables

Which 3 sources of work-related uncertainty exists?

It can be the result of:
  1. task characteristics
  2. task environment
  3. task interdependencies.

How are service characteristics introduced?

As a source of work-related uncertainty.

What does diffusion theory suggest?

That 'higher order innovations are adopted most rapidly when their intangible characteristics are dealt with effectively by the change agent from the user's standpoint'
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Why does the inseparability of production and consumption introduce uncertainty?

Because of the difficulty and complexity in managing the customer/employee interface. Furthermore, customer involvement introduces task interdependencies as it becomes impossible to decouple production and marketing in a service organization.

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