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