Which of the following is not the characteristics of service operation?

De Mar, a plumbing, heating, and air-conditioning companylocated in Fresno, California, has a simple but powerful product strategy: Solve the customer’s problem no matter what, solvethe problem when the customer needs it solved, and make sure thecustomer feels good when you leave . De Mar offers guaranteed,same-day service for customers requiring it. The company provides 24-hour-a-day, 7-day-a-week service at no extra charge forcustomers whose air conditioning dies on a hot summer Sundayor whose toilet overflows at 2:30 A.M. As assistant service coordinator Janie Walter puts it: “We will be there to fix your A/C onthe fourth of July, and it’s not a penny extra. When our competitors won’t get out of bed, we’ll be there!”De Mar guarantees the price of a job to the penny before thework begins. Whereas most competitors guarantee their work for30 days, De Mar guarantees all parts and labor for one year. Thecompany assesses no travel charge because “it’s not fair to chargecustomers for…

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Answer (Detailed Solution Below)
Which of the following is not a distinct characteristic of services _____?
Services are typically produced and consumed simultaneously. This is an example of the _____ characteristic of services.
Services cannot be stored. This describes the _____ characteristic of services.
_____ describes employees' skills in serving the client.
SSTs refers to _____.
Top firms audit service performance by collecting _____ measurements to probe customer satisfiers and dissatisfiers.
The services a customer expects are called the _____ service package.
Added features to an offering are called _____ service features.
Because a physical product does not exist, the ________ of the service provider's are especially important.
_____ cost refers to the product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value.
The most important determinant of service quality is:
Which of following is not characteristics of service operations?
Which is not a characteristic of service?
Which of the following is a characteristic of a service?
What are the four types of service operations?

Output is Intangible.
Customer contact is high.
Uniformity of output is low
Opportunity to correct quality problems before delivery is high

Answer (Detailed Solution Below)

Option 4 : Opportunity to correct quality problems before delivery is high

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20 Questions 20 Marks 20 Mins

Explanation:

Service operations:

Service operation encompasses the day-to-day activities, processes, and infrastructure responsible for delivering value to the business through technology.

Services have a number of unique characteristics that make them different from products.

Intangibility:

The most basic and universally cited characteristic of services is intangibility because services are performances or actions rather than objects, they cannot be seen, felt, tasted, or touched in the same manner that we can sense tangible goods.
For example, when we buy a cake of soap, we can see, feel, smell and use it to check its effectiveness in cleaning. But, when we pay fees for a semester in the university, we are paying for the benefits of deriving knowledge, skills and education which is delivered to us by teachers. Teaching is an intangible service.

Inseparability:

In most cases, a service cannot be separated from the person or firm providing it. Service is provided by a person who possesses a particular skill (singer, doctor, etc.), by using equipment to handle a tangible product (dry cleaning) or by allowing access to or use of physical infrastructure (hotel, train, etc.). Hence Customer contact is high.

Heterogeneity:

Since services are performances, frequently produced by human beings, no two services will be precisely alike.
The human element is very much involved in providing and rendering services and this makes standardization a very difficult task to achieve. Hence uniformity of output is low.

Perishability:

Perishability refers to the fact that services cannot be saved, stored, resold, or returned. Since services are deeds, performances or acts whose production and consumption takes place simultaneously, they tend to perish in the absence of consumption.

No Transfer of Ownership:

When we buy a product, we become its owner-be it a pen, book, shirt, TV or Car. In the case of a service, we may pay for its use, but we never own it.

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