Management and Organizational Studies 2320A/B Study Guide - Final Guide: Customer Service, Competitive Service, Services Marketing

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

Document Summary

Service: by providing good customer service, firms add value to their products and services. Service: any intangible offering that cannot be physically possessed. Customer service: specifically refers to human or mechanical activities firms undertake to help satisfy their customers needs and wants. Economies of developed countries such as canada have become increasingly dependent on services . Developed economies are increasingly service oriented economies: production & manufacturing is cheaper in less-developed countries, household maintenance which many people performed by themselves in the past became more. Most offerings lie somewhere in the middle specialized: high value placed on convenience and leisure. It is generally less expensive for firms to manufacture their products in less-developed countries. Canadian workers are retiring at an earlier age. People place a high value on convenience and leisure. Differs from product marketing because of four fundamental differences unique to services: they are intangible, inseparable, variable (inconsistent), and perishable (inventory)