order to explain the impacts it has had‚ which will be discussed more later. In turn‚ a service economy is one‚ or part of one‚ that is based on trade in services. A service is characterised by its intangibility‚ inseparability (the simultaneous production and consumption of services)‚ heterogeneity and perishability over time and space (Regan 1963; Rathmell 1966; Shostack 1977; Zeithaml et al 1985‚ cited in Wolak 1998). Alternatively‚ services are economic activities which have no direct involvement
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ABSTRACT In recent years‚ banks have had to present more various services with higher quality due to the increase in competition and keeping the durability and their profitability. Indeed in these years the increasing trend of competitive environment in the banking industry of the country attracted banks to the field of offering banking services expected by the customers more than before. In this issue paying attention to the effective factors on customers’ expectations and its relationship with
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customer in a service situation. Customer service is something that is done for the customer. (Rissanen‚ 2005‚ 17) 4.2. The main features of customer service There are at least five features that describe customer service. These are: 1. Intangibility Service is not something you can store‚ service happens with the customer each time and each time it can be a bit different. You can’t return service like you can return tangible products. Pricing a service can be difficult or maybe even
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A) Background of the Company Xpresso Lube is set up by Charlie Green. Charlie is a man of different talent. He has the knowledge of oil-change from his family members and also good in musician. Xpresso Lube was found because Charlie had an unpleasant experience while getting his car oil changed. He witnesses the lube technician was trying to “ripped off” an elderly lady. From that incident onwards‚ it gave him a clear idea of setting up his own oil-change station. From the oil change business
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Xpresso Lube’s Service Package • Supporting Facility • Facilitating Goods • Information • Explicit Services • Implicit Services Xpresso Lube’s Distinctive Service Characteristics * Intangibility * Perishability * Heterogeneity * Simultaneity * Customer Participation in the Service Process Xpresso Lube’s Service Classification * Nature of the service act * Relationship with customers * Customization and judgement * Nature of demand and supply * Method
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Perishability: the number of car lifts at the shop limits Xpresso Lube’s capacity. This oil change business also owns an auto repair facility next door so the two businesses can deploy mechanics between them to best utilize labor capacity. * Intangibility: When an oil change is done in a typical pit‚ the customer cannot actually see the process and‚ after the service‚ the car’s
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2009 Table of Contents 1. Marketing 5 2. Evolution of Marketing 5 3. Recent Marketing Trends 6 4. Services Marketing 6 4.1. Intangibility 7 4.2. Heterogeneity 7 4.3. Perishability 7 4.4. Simultaneity/Inseparability 7 5. Services Marketing: How is it different? 7 6. Services Marketing challenges in the 21st Century 8 6.1. Change in consumer preferences 8 6.2. Change in world economy 8 6.3. Change in technology 9
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Chapter 8 - Product Planning and Development • Study by PricewaterhouseCoopers o ½ of plausible business ideas come from the customers‚ competitors‚ and suppliers o Imaginatik- created a technology based program that creates ideas but can help in deciding if they will work or not. ▪ Electronic suggestion box that allows people to discuss and analyze in the program o Important points: ▪ Ever company needs to develop new products to
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DECLARATION We hereby declare that‚ this project is the result of our own original research and no part of it has been presented for any purpose. Other people’s ideas used have been duly acknowledged. Candidates Name: …………………………… Signature……………………………………… Date…………………………………………… Candidates Name: …………………………… Signature……………………………………… Date…………………………………………… Candidates Name: …………………………… Signature……………………………………… Date…………………………………………… Candidates Name: …………………………… Signature………………………………………
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m.; evening shift starts at 3 p.m. and end at 11.30 p.m.; and the final night shift begins at 11 p.m. and goes on until 7.30 a.m. For management people in the hospitality industry‚ they often begin to work at 8 a.m. and end at 6 or 8 p.m. Intangibility. Tourism services are primarily
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