Week 1 Notes
Week 1 Notes CONSCI 3910 - 0010
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CONSCI 3910 - 0010
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This 1 page Class Notes was uploaded by Ian Adams on Thursday January 14, 2016. The Class Notes belongs to CONSCI 3910 - 0010 at Ohio State University taught by Jay Kandampully in Fall 2015. Since its upload, it has received 155 views. For similar materials see Consumer Service and Satisfaction in Behavioral Sciences at Ohio State University.
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Better than the professor's notes. I could actually understand what the heck was going on. Will be back for help in this class.
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Date Created: 01/14/16
CONSCI 3910 Week 1 Notes The Service Imperative Service Economy – the part of the economy that produces intangible goods o Customers pay to be provided with some sort of benefit o The percentage of the service sector as a part of a country’s GDP in larger, more developed countries is higher than in less developed countries o Technological advances are the leading cause of change within the service sector (e.g. in the manufacturing and agriculture industries) o Services add value to products Ernst Engel – German economist and statistician o Showed that an increase in family income has the following effects on spending: 1. The percentage of income spent on food decreases 2. The percentage of income spent on housing and household operations remains about the same 3. The percentage of income spent on other purchases (such as education, healthcare, entertainment, etc.) increases rapidly o Based on Engel’s work, it can be seen that as an economy develops, services become increasingly significant As demand for services increases… o Social habits change (i.e. easier to get together with friends and family) o Working habits change (i.e. people can work from home) o Interacting habits change (i.e. less face to face contact, less use of “snail mail” and more email, texts, phone calls, etc.) o Communication habits change and communication becomes knowledgebased (i.e. more capability to communicate with people in other professions/with other skillsets) o Organizations become larger networks (i.e. functions are not carried out with a single person, rather they are carried out with the help of a wide variety of people with various skillsets from around the world) As countries become more developed… o Higher economic growth = Higher consumption of services o Higher customer demand for services = Higher competition among service providers o Higher number of service providers = Higher levels of similarity among service providers o Services are able to be copied by entrepreneurs o It is common for new competitors to copy successful service businesses and make them better
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