服务营销期末复习资料汇总.docVIP

Chapter 1 1. The concept of service and its classification2.1 Define service an act or performance offered by one party to another. the performance is essentially intangible and does not normally result in ownership of any of the factors of production. economic activities that create value and provide benefits for customers at specific times and places /as a result of bringing about a desired change in—or on behalf of—the recipient of the service. 3.Fundamental Difference between service and goods Intangibility, inseparability, heterogeneity, perishability 3.1 Intangibility