Lesson 1

Services provided for individuals

• (B2B)

• (B2C)

• Internal services

• (G2C)

• Not-for-profit

public services

• (B2C)

• (B2B)

• G2C

Examples: Finance, Purchasing,IT,Personnel

• business-to-business

• Internal services

• business-to-consumer

• not-for-profit services

Customers and purchasers: Frequently purchased by professionals, who are not necessarily the end users

• (B2B)

• (B2C)

• (G2C)

• Not-for-profit

• Internal services

Inseparability

• Services are often produced and consumed at the same time (e.g., a haircut or a meal at a restaurant).

• Services cannot be stored for later use (e.g., an empty seat on a flight can't be "saved").

• The quality of services can vary depending on who provides them and under what circumstances (e.g., the same service may differ based on the staff or the time of day).

• Services cannot be physically touched or stored

Perishability:

• Services cannot be stored for later use (e.g., an empty seat on a flight can't be "saved").

• •The quality of services can vary depending on who provides them and under what circumstances (e.g., the same service may differ based on the staff or the time of day).

• Services cannot be physically touched or stored

• •Services are often produced and consumed at the same time (e.g., a haircut or a meal at a restaurant).

Variability:

• The quality of services can vary depending on who provides them and under what circumstances (e.g., the same service may differ based on the staff or the time of day).

• Services cannot be physically touched or stored

• Services are often produced and consumed at the same time (e.g., a haircut or a meal at a restaurant).

• Services cannot be stored for later use (e.g., an empty seat on a flight can't be "saved").

Flexible processes:

• These are good for handling many different customer requests but are often expensive to maintain

• These are good for handling many different customer requests but are often cheap to maintain

• These are designed to serve many people quickly and cheaply but are less flexible.

• These are designed to serve many people slowly and costly but are less flexible.

High-volume, low-cost processes

• •These are good for handling many different customer requests but are often expensive to maintain.

• •These are good for handling many different customer requests but are often cheap to maintain.

• These are designed to serve many people quickly and cheaply but are less flexible

• These are designed to serve many people slowly and costly but are more flexible

wholesale travel agency

• puts together different tourism services to create tour packages

• sells travel services directly to tourists and travelers from various locations

• They combine things like flights, hotel bookings, and other services to make a complete tour package.

• earn money primarily through commissions