INTRO TO QUALITY SERVICE MANAGEMENT

Goods are:

• Tangible items that can be seen, touched, and are ready for sale

• Intangible items provided by a service provider

• Services provided to customers

• Experiences that are consumed immediately

Services are:

• Tangible and ownership is transferred from the provider to the customer

• Intangible and ownership is not transferred

• Tangible and owned by the customer after purchase

• Intangible and consumed simultaneously

Goods can be separated from:

• The service provider

• The customer

• The seller

• The production process

Goods are:

• Produced and consumed simultaneously

• Produced in batches and consumed later

• Always produced and consumed at the same time

• Stored for immediate consumption

Services are evaluated based on:

• Physical characteristics, making the evaluation simple and easy

• Customer preferences, which makes the evaluation difficult

• Time of delivery

• Emotional engagement

Goods can be:

• Stored for future use

• Stored only for immediate consumption

• Stored, like services, which cannot be stored for later use

• Produced without any future storage capacity

Variability in services means:

• They are always identical and produced uniformly

• They vary according to customer preferences and provider delivery

• They are unpredictable and unmeasurable

• They are standardized across all service providers

Services are often:

• Standardized, while goods are customized

• Customized based on customer needs, while goods are standardized

• Produced in bulk and stored for future use

• Manufactured in a centralized facility

The return of services:

• Is possible if the customer is not satisfied with the experience

• Is possible if the service is stored

• Is not possible, unlike physical goods

• Happens only with specific types of services

In hospitality, services involve:

• Delivering tangible goods to customers

• Delivering intangible experiences, like customer service and comfort

• Manufacturing food and beverages

• Providing goods that can be consumed later