how do we define and classify services and how do they differ from goods
TRANSCRIPT
How to
Define &
Classify
Services ?
W ha t is mea nt
by SERV ICES?
A service is an
act or performance
one party can offer
to another that is
essentially INTANGIBLE
and does not results
in ownership of
anything.
AREY ! KEHNA KYA CHAHTE HO BHAI…!!!
A SERVICE is the action of doing
something for someone or something.
Production may or may
not be tied to a PHYSICAL
PRODUCT.
Growing Interest in SERVICE SECTOR.
GOVERNMENT SECTOR
EXAMPLE
POST COURTS HOSPITALS
PRIVATE NON PROFIT SECTOR
EXAMPLE
MUSEUMS CHARITIES
BUSINESS SECTOR
EXAMPLE
AIRLINES HOTELS
MANUFACTURING SECTOR
EXAMPLE
ACCOUNTANT COMPUTER
OPERATOR
H ow t o cla s s if y
SERV ICES?
Minor or Major part
of TOTAL OFFERING.
TOTAL OFFERING
PURELY TANGIBLE
ACCOMPANYING
SERVICES
HYBRID
MAJOR SERVICES
PURE SERVICES
PURELY
TANGIBLE
ACCOMPANYING
SERVICES
HYBRID
MAJOR
SERVICES
PURE SERVICES
H ow d o t hey d if f erf rom
GOODS?
IN TA N G IB ILTY
SERVICES
Buyers look for evidence to reduce
UNCERTAINTY.
Who are we ? Buyers
What do we do ? Look for evidence.
How do we do it?Drawing Inferences from
Place, people, equipment &
Price.
Manage the EVIDENCE.
Tangibilize the INTANGIBLE
example
IN SEPERA BILITY
Produced and
Consumed
SIMULTANEOUSLY.
Provider is a part
of SERVICE.
example
Strategies exist to
Tackle LIMITATIONS.
example
One to one Group One to Many
Services can be
HIGHLY VARIABLE.
Talk to others
before selecting
SERVICE PROVIDER.
Firms offer service guarantee
to increase QUALITY CONTROL
FLUCTUATING Demand.
YIELD MANAGEMENT
is critical.
RIGHT SERVICES to
RIGHT CUSTOMERS at
RIGHT PLACES at
RIGHT TIME and
RIGHT PRICE
RIGHT SERVICES to
RIGHT CUSTOMERS at
RIGHT PLACES at
RIGHT TIME and
RIGHT PRICE
Several strategies to
produce a better service
DEMAND and SUPPLY
relationship.
Differential Pricing
Cultivation of
non-peak Demand
Complimentary
Service
Reservation
Systems
Part time employees
Peak time efficiency
Increase consumer
participation
Future Expansion
SERVICES
A service is an act or performance a party can
offer to another which does not result in ownership of anything.
CATEGORIES
Purely Tangible
Accompanying Services
Hybrid
Major Services
Pure Service
DIFFERENCE FROM GOODS.
Intangible
Variability
Inseparable
Perishability
