Week 3 Notes
Week 3 Notes CONSCI 3910 - 0010
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CONSCI 3910 - 0010
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This 0 page Class Notes was uploaded by Ian Adams on Thursday January 28, 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 57 views. For similar materials see Consumer Service and Satisfaction in Behavioral Sciences at Ohio State University.
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Date Created: 01/28/16
CONSCI 3910 Week 3 Notes Heterogeneity and Perishability of Services 1 Heterogeneity of Services 0 Quality of service varies from one service organization to another 0 Quality of service varies from one service performer to another 0 Quality of service varies from the same performer from one occasion to another 0 Most services are primarily delivered peopletopeople 0 Services are laborintensive 0 Potential for high variability in performance due to varied interactions between people 0 Many different employees may be in contact with an individual customer causing an issue with inconsistency of behavior 0 An employee s performance can vary day in and day out 0 What company promised to deliver could be very different from what customer receives 0 Strategies to tackle heterogeneity 0 Make sure employees are engaged in a job 0 Allow employees to have practice experiences using their job skills 0 Give feedback on employees performances 2 Perishability of Services 0 Cannot inventory or store services 0 Example When you visit a restaurant for a meal that service is finished when you leave the building the service does not continue 0 Immediate access is required to the producer and consumer 0 Services are provided ondemand 0 Time of the service must match the time of supply and demand 0 Quality of a service cannot be checked after production like in manufacturing 0 Customers do not own a service product Customers buy the right to a service 0 When a customer does not consume an available service the revenue cannot be recaptured 0 Management must match service availability with demand 0 Example During the middle of the day a restaurant may have low traffic and few tables filled In order to still make money the restaurant may offer special promotions during these slow hours
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