Product Service Innovation

Front

What is a service?

Back

An intangible deed or performance that provides solutions to customer needs/problems.

Front

What are the main differences between services and goods?

Back

1. Tangibility: Goods are tangible; services are intangible. 2. Perishability: Goods are non-perishable; services are perishable. 3. Variability: Goods are standardized; services are variable. 4. Heterogeneity: Goods are homogeneous; services are heterogeneous.

Front

What is the significance of customer interaction in services?

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Customer interaction is crucial for service experiences, as services cannot be physically seen or touched before purchase.

Front

What are the four characteristics of services according to the IHIP model?

Back

Intangibility, Heterogeneity, Inseparability, Perishability.

Front

What is servitization in manufacturing?

Back

The integration of add-on services with physical products to add value.

Front

What role does technology play in modern services?

Back

Technology enhances accessibility, efficiency, and global reach of services.

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What are the challenges of service recovery?

Back

Service recovery involves addressing service failures and restoring customer satisfaction.

Front

What is the service marketing mix?

Back

The 7Ps: Product, Price, Place, Promotion, People, Process, Physical Evidence.

Front

What is the importance of employee training in service delivery?

Back

Training ensures employees can deliver on service promises and maintain service quality.

Front

What is the customer-service gap framework?

Back

It identifies the difference between customer expectations and perceptions, highlighting gaps in service delivery.