Designing & Managing Services. Otterbein College Winter Quarter 2000. Chapter Content. Service Definitions & Classifications How Services Differ From Goods Improving Service Differentiation, Quality, & Productivity Improving Customer Support Services. Pure Tangible Good. Pure Service.
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Otterbein CollegeWinter Quarter 2000
be seen, tasted,
felt, heard, or
be stored for
later sale or use
on who provides
them and when,
where, and howFour Service Characteristics
Service delivery (including
pre- and post-contacts)
Translation of perceptions
to service-quality specifications
of consumer expectationsService Quality Model
Designing Pricing Strategies & Programs