Business
activities that provide services to their customers.
A service
organization in which the customer must be a part of the system
to receive the service.
A service
organization in which the customer need not be part of the
system to receive the service.
High&-contact
services in which the customer is part of the service production
process. Pure services have no inventoriable products.
Low&-contact
services in which the customer need not be part of the service
production process.
Moderate&-contact
services in which the customer is involved in the service
production process to a limited degree. Mixed services combine
some characteristics of pure services with some characteristics
of quasimanufacturing.
A method of
designing and improving services that involves labeling the flow
of processes that make up the service and identifying potential
problem areas.
Training
employees to perform a variety of jobs.
An arrangement
in which several individuals or companies share equipment,
office space, or personnel.
Qualities in a
product that can be perceived prior to purchase by sight,
hearing, or touch.
Qualities in a
product that can be perceived after purchase by sight, hearing
or touch.
Qualities in a
product that a purchaser believes to exist but that are not
subject to objective proof.
