ACCTG 1 Lecture Notes - Lecture 17: Customer Service, Services Marketing, Intangibility
Document Summary
May include a final tangible product (report, training, website). Services account for ca, 72% of all european employment and 73% of european gdp. Intangibility is a key determinant of whether an offering is a service. Very few products are purely intangible or tangible (pure services, pure goods). Ex: fast food industry (service) has also many tangible components. Service dominant logic suggests that all products and physical goods are valued for the services they provide. It is the knowledge and competencies of the providers and the customers that represent the essential source of value creation rather than the products on their own. Value is not something simply created and delivered to the customer; it is created when the customer integrates, applies and uses the resources of a particular producer = value in use . Value in context: the value also varies contextually in relation to time and place dimensions. This concept takes into account external influences and other stakeholders.
