Service is a performance: While products are produced, services are performed. In most cases, services are totally unconnected to any physical product.
Usually, a service does not result in the ownership of anything. In other words, unlike in product marketing, there is no title/ ownership transfer. Another outcome of simultaneous production and consumption is that service producers find themselves playing a role as part of the product itself and as an essential ingredient in the service experience for the consumer.
Intangibility: Unlike physical products, services are intangible; they cannot be seen, touched, or smelt. Also, the consumer cannot sample a service in advance. Accordingly, it becomes difficult for the consumer to judge a service before it is bought; he cannot know its exact outcome in advance.
In other words, you cannot hold or touch a service unlike a product. In saying that although services are intangible the experience consumers obtain from the service has an impact on how they will perceive it. What do consumers perceive from customer service, the location, and the inner presentation of where they are purchasing the service?
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