The Importance of Knowing How to Provide a Service

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Service is any act, performance or experience that one party can offer to another and that is essentially intangible, and does not result in ownership of anything. Its production may or may not be tie to a physical product (lovelock,Patterson & Wirtz, 2011). Services are processes that provide time, place, form, problem solving or experiential value to receiver (lovelock,Patterson et. Al, 2011). No matter how good a service is, it will always vary not only in terms of variability but also in terms of consumer’s expectation. The better the quality of a firm and its product, the more expectation will be there for its service.

As a part of this application, the service example I can closely look myself providing is Retail customer service. In this service, one needs to develop customer friendly policies and learn how to personalize the shop’s customer service as to alter it according to customer’s expectations. Being able to provide customer with a solution to what product will suit them according to their needs, providing them after sales services is the main essence in this particular service.

Tangibility is the degree to which a product or a service can provide a clear and a concrete Image (McDougall, G. H. G., & Snetsinger, D. W., 1990). As services are actions, performance or experiences rather than objects, they cannot be seen, felt, tasted or touched the way we can see tan goods which makes them intangible in nature.

As a consumer, it would be more difficult for me to gasp the idea that is physically intangible, such as a service, than a product that has a physical presence. Because of its intangibility, There would be more uncertainty in my mind of what is been offered which can create anxiety in a customer’s mind (Charlen...

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... marketing: An Asia Pacific and Australian perspective. Frenchs Forest, N.S.W: Pearson Australia.

McDougall, G. H. G., & Snetsinger, D. W. (1990). The intangibility of services: Measurement and competitive perspectives. The Journal of Services Marketing, 4(4), 27. Retrieved from http://ezproxy.waikato.ac.nz/login?url=http://search.proquest.com/docview/212682084?accountid=17287

Charlene Pleger Bebko. (2000). Service intangibility and its impact on consumer expectations of service quality. Journal of Services Marketing, 14(1), 9-26.

Jeremy J. Sierra, & Shaun McQuitty. (2005). Service providers and customers: Social exchange theory and service loyalty. Journal of Services Marketing, 19(6), 392-400

Inseparability - Services versus Products. (n.d.). Retrieved from https://www.boundless.com/marketing/services-marketing/services-versus-products/inseparability/

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