OPS LU 1

IHIP Service Characteristics

Intangibility, Heterogeneity, Inseparability, Perishability

Intangibility

cant touch, not having physical or material form

Heterogeneity

everyone is different, cannot standardize

Inseparability

production and consumption are simultaneous (done at the same time)

Perishability

cannot store services, value ceases after short time

Manufacturing

converting raw materials finished good (usually on a large scale)

Transformation model

Inputs - transformation - outputs

Inputs

raw materials, labour/staff, machine/equipment, forecast

Outcome of an experience

emotion, benefit, judgment, intention

tangible products

intangible services

Service Concept

the core idea, essence and purpose of the service

why is a service concept important?

• Outlines the key elements of a service and defines what the service is intended to deliver to customers.

• Acts as a blueprint or framework that guides the design, development, and delivery of the service.

• Make sure that what the service provider does matches what customers expect