''Comparing products and services’’
Products |
Services |
Resulting Implication |
Tangible |
Intangible |
Service cannot be easily patented. Service cannot be readily displayed. |
Standardized |
Heterogeneous |
Service delivery and customer satisfaction depend on employee and
customer actions. |
Production separate from consumption
|
Simultaneous production and
consumption |
Customers affect each other Employee affect the service outcome |
Nonperishable |
Perishable |
Services cannot be returned or resold. |
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