Characteristics of Services
Intangible
Output is variable
Higher customer contact
Perishable
Consumers do not separate the service from the delivery of the service
Tend to be decentralized and geographically dispersed
Consumed more often than products
Can be easily emulated
1/15/2005
Source: Roberta S. Russell & Bernard W. Taylor III, (2003). Operations Management, 4th ed., Prentice-Hall. pp. 104-105.