The intangibility of services means that, different from the tangible good, service, or idea of a product, a service cannot be clearly physically identified, and cannot be stored or saved.
A bank branch manager might deal with intangibility in that the customer service and reliability associated with bank employees both behind the counter (deposits/withdrawals) and behind the desk (investments/planning) can be extremely important to the consumer but are intangible and thus hard to gather accurate data assessing how well they are functioning and how best they should be functioning.
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