产品服务与品牌建.pptVIP

Note to Instructor Intangibility refers to the fact that services cannot be seen, tasted, felt, heard, or smelled before they are purchased. Inseparability refers to the fact that services cannot be separated from their providers. Variability refers to the fact that service quality depends on who provides the services as well as when, where, and how they are provided. Perishability refers to the fact that services cannot be stored for later sale or use. * * * * * * Note to Instructor Discussion Questions Have you ever been disappointed in an airline? Did you fly that airline again? Good serv