Services and goods characteristics: Myths, Perspectives, and Inversions - Heterogeneity
3 important questions on Services and goods characteristics: Myths, Perspectives, and Inversions - Heterogeneity
What is the myth of heterogeneity?
The focus of the characteristic of heterogeneity is standardization. The idea is that because humans are involved in the provision of services, services cannot be standardized like goods. But if human input is the constraining factor, tangible goods cannot be inherently more homogeneous than services. Human activity is the common, not the distinguishing, factor in the provision of both services and tangible output.
What is the critical issue in the perception of relative homogeneity and heterogeneity?
Who is making the judgement
Where is fundamentally standardization with concerned?
Quality.
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