Management and Organizational Studies 2320A/B Lecture Notes - Lecture 10: Customer Service, Starbucks, Specific Performance

• School: Western University
• Department: Management and Organizational Studies
• Course: Management and Organizational Studies 2320A/B
• Professor: John White

Document Summary

Service: any intangible offering that involves a deed, performance or effort that cannot be physically possessed. Customer service: specifically refers to human or mechanical activities that firms undertake to help satisfy their customers" needs and wants o. By providing customer service, firms add value to their products or services. Service sector makes up more than 70% of canada"s economy o. People place a high value on convenience and leisure people are willing to pay others to do chores. Services marketing differs from product marketing: marketing of service differs from product marketing because of 4 fundamental differences unique to services intangible, inseparable (from their providers), inconsistent (variable), and inventory (cannot be held in inventory: perishable) Intangible: a characteristic of a service, it cannot be touched, tasted, or seen like a pure product can o. When you go get seen by a doctor, you see and hear the doctor but the service itself is intangible.