Services
A service is any act or performance one party can offer to another
that is essentially tangible and does not result in ownership of anything. Its
production may or may not be tied to a physical product. But of late,
manufacturers, retailers are offering value added services, or simply excellent
customer service, to differentiate themselves.
Characteristics
of Services
·
Intangibility :- Services cannot be seen, touched or heard
like a product. They are felt only after you buy the product. It was only when
I bought Honda stunner and got its servicing done, I understood. Service is
demonstrated by the efficiency and punctuality of the service centre in
delivering the bike on time. The service centre was well equipped with all the
spare parts and machinery. Personnel were well versed in their job and they
fully understood what I wanted. Then came the cost which was free. The first
five services were free. Only the oil change was chargeable.
·
Inseparability :- The service provider has to be present at the
time of service. If I give my bike at the authorised service centre and due to
shortage of staff they forward the bike to a local mechanic that won’t have the
same results. If the personnel is not well equipped to deal with the problems
in my bike, the bike will suffer.
·
Variability :- Quality of service depends upon the people who provide them, when
and where, and to whom, services are highly variable. Consumers are aware of
this and often talk to others before selecting a service provider. When I had
to service my bike for the first time, I talked to other stunner owners where
to get my bike serviced from. There were several service centres in Nagpur, one
in khamla,medical square,dev nagar and in pune SB Road,hinjewadi, etc. Even
though Hinjewadi was the closest in pune for me, upon recommendation I went to
the Chinchwad one and was satisfied with the service provided. They were
efficient and the bike was delivered on time.
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