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Designing and Managing Services

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Page 1: What are services, and how do they differ from goods

Designing and Managing Services

Page 2: What are services, and how do they differ from goods

Narayana Hrudayalaya

•

•

Care and Compassion

Page 3: What are services, and how do they differ from goods

A service is any

act or performance

one party can offer

to another that is

essentially

intangible and does

not result in the

ownership of

anything. s

WHAT IS A SERVICE ?

Page 4: What are services, and how do they differ from goods

CATEGORIES OF SERVICE MIX

Pure Tangible Good

Tangible Good with Accompanying service

Page 5: What are services, and how do they differ from goods

CATEGORIES OF SERVICE MIX

Hybrid

Major service with accompanying goods

Page 6: What are services, and how do they differ from goods

CATEGORIES OF SERVICE MIX

Pure service

Page 7: What are services, and how do they differ from goods

Buyer can evaluate after

purchase

Buyer finds hard to evaluate even

after consumption

Page 8: What are services, and how do they differ from goods
Page 9: What are services, and how do they differ from goods

Service Provider

“Tangibilize the intangible”

INTANGIBILITY

Page 10: What are services, and how do they differ from goods

INSEPARABILITY

Page 11: What are services, and how do they differ from goods

VARIABILITY

Page 12: What are services, and how do they differ from goods

eg: Transport companies must

own much more equipment owing

to rush hour demand.

PERISHABILITY

Page 13: What are services, and how do they differ from goods

Disclaimer


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