Page 50 - DMGT206_PRODUCTION_AND_OPERATIONS_MANAGEMENT

Neha Tikoo, Lovely Professional University Unit 3: Services and their Characteristics

Unit 3: Services and their Characteristics Notes

CONTENTS
Objectives
Introduction

3.1 Meaning and Characteristics of Services
3.2 Service Matrix
3.3 Managing Service Quality

3.3.1 Product Attributed Approach
3.3.2 Consumer Oriented Approach
3.4 Dimensions of Service Quality
3.4.1 Gaps in Service Quality Delivery
3.5 Role of Services in Economy

3.6 Summary
3.7 Keywords
3.8 Review Questions

3.9 Further Readings
Objectives

After studying this unit, you will be able to:
 Explain the meaning and characteristics of services;
 Describe the service matrix;

 Discuss the management of service quality;
 Recognize the role of services in economy.

Introduction

There are growing sectors like retail, telephony and Internet service provider companies, business
process and knowledge process outsourcing companies, e-service providers who are termed as
emerging service sectors. A set of service providers developing and providing services to
companies, business houses and manufacturing sectors are called ‘business service provider’,
and those providing services to individual customers are called ‘consumer service providers’.
However, a product, which is offered to business offer is a combination of product and
accompanying services. It is very difficult to separate a company as a pure product or service
company in today’s economy. A complete product or individual customers, is always
accompanied by services.

3.1 Meaning and Characteristics of Services

A service is defined as any activity or benefit that one player offers to another in an exchange
process, which is essentially intangible and does not result in ownership of anything.

LOVELY PROFESSIONAL UNIVERSITY 45