Intangibility
According to various marketing service theory, intangibility is the dominant of characteristic of service because it is often not possible too feel, see or smell a service.
Inseparability
Unlike intangibility, inseparability means that service are produce and consumed at the same time it is often difficult to separate the provider of the service from the service itself.
Heterogeneity
It refers to the difficulty in achieve a standardised output in people based performances.
Pershability
The service is pershability, if the performances of the service are not sold today, it can not be sold tomorrow, so the outcome is unreliable.
Lack of ownership
Empirical studies suggest that customer only have access to or use of a facility where a service is performed
Thursday, 8 November 2007
Tuesday, 6 November 2007
Service Diary
Transport of London
Bus 25
Tottenham Court Road
Employees: 1
After long Saturday night out, I decide to sleep over my classmate’s accommodation so we caught the night bus to East end, I had bad experiences. Firstly, four girls sitting next me were screaming so loud and horrible it could blow off your ears. Secondly the buss drivers were shouting on a young lady who lost her travel card, and threw off her from the bus. This was an awful act; some of the passenger immediately responded and forced the driver stop so they can pick her up.
I understand night buses sometimes are overcrowded but most of the bus driver are rude and doesn’t care about their passenger. Recently the mayor of London who is also chair of transport of London attempted to encourage public to travel with public transport and eliminate pollution. In my opinion, I think his ideas is unrealistic and people will not change unless bus service change the way they deliver service to the public.
Sam Chicken Fries
Location: Uptorn Park
Employees: 6
It was approximately 01:30 am I came across Sam Chicken Fries in Upton Park, I lined up to get served and waited for almost 15 minute to be served. Chicken Fries usually take no more then five to six minute to deliver the service I was aware about the meal offered by them, despite being confused, and offer too many deals I managed to choose one sufficient meals. The staffs was not so friendly, they guy who serving shouted my ears “What you want?” I was expecting “How may I help you” and even worst, he took another order. My perception was clear I wasn’t worried about the service but I was worried about the food hygienic because they seem careless on ensuring food safety. The process I was involved during my service procedure was physical I could see clearly who is making the burger and preparing the foods. One of the staff touched the bread without gloves, I really felt intimidated, I said “Sir, please give me new bread” and he started arguing, and even convince me to pay for extra charge. I am not arrogant person and therefore I don’t like egotistical people, I asked my money back and we end up arguing another 20 minute. This was one of the worst services I have ever experienced, the staff was, ignorant, arrogant and unprofessional, during food preparation they touching the bread, table was unclean, and their bins was full of garbage. Do I want to go back there? Not in a million times.
Earl’s Court
Cafe Milan
Employees: 3
I am very impressed with this cafe’ next to the Earls’ Court station, they have fresh food, well prepared, good quality drinks, and highly civilised staff with fantastic service. I enjoy must of my time, when I visit them; I regularly buy a cup of Cappuccino I get free access to internet which means I can sit there and do my coursework’s without any pressure. The chairs are relaxing the staff, once entered the door their personalities stand out. Despite being small I think they are customer oriented organisation because they put customers first. Do I want go back there? Yes three days a week!
Bus 25
Tottenham Court Road
Employees: 1
After long Saturday night out, I decide to sleep over my classmate’s accommodation so we caught the night bus to East end, I had bad experiences. Firstly, four girls sitting next me were screaming so loud and horrible it could blow off your ears. Secondly the buss drivers were shouting on a young lady who lost her travel card, and threw off her from the bus. This was an awful act; some of the passenger immediately responded and forced the driver stop so they can pick her up.
I understand night buses sometimes are overcrowded but most of the bus driver are rude and doesn’t care about their passenger. Recently the mayor of London who is also chair of transport of London attempted to encourage public to travel with public transport and eliminate pollution. In my opinion, I think his ideas is unrealistic and people will not change unless bus service change the way they deliver service to the public.
Sam Chicken Fries
Location: Uptorn Park
Employees: 6
It was approximately 01:30 am I came across Sam Chicken Fries in Upton Park, I lined up to get served and waited for almost 15 minute to be served. Chicken Fries usually take no more then five to six minute to deliver the service I was aware about the meal offered by them, despite being confused, and offer too many deals I managed to choose one sufficient meals. The staffs was not so friendly, they guy who serving shouted my ears “What you want?” I was expecting “How may I help you” and even worst, he took another order. My perception was clear I wasn’t worried about the service but I was worried about the food hygienic because they seem careless on ensuring food safety. The process I was involved during my service procedure was physical I could see clearly who is making the burger and preparing the foods. One of the staff touched the bread without gloves, I really felt intimidated, I said “Sir, please give me new bread” and he started arguing, and even convince me to pay for extra charge. I am not arrogant person and therefore I don’t like egotistical people, I asked my money back and we end up arguing another 20 minute. This was one of the worst services I have ever experienced, the staff was, ignorant, arrogant and unprofessional, during food preparation they touching the bread, table was unclean, and their bins was full of garbage. Do I want to go back there? Not in a million times.
Earl’s Court
Cafe Milan
Employees: 3
I am very impressed with this cafe’ next to the Earls’ Court station, they have fresh food, well prepared, good quality drinks, and highly civilised staff with fantastic service. I enjoy must of my time, when I visit them; I regularly buy a cup of Cappuccino I get free access to internet which means I can sit there and do my coursework’s without any pressure. The chairs are relaxing the staff, once entered the door their personalities stand out. Despite being small I think they are customer oriented organisation because they put customers first. Do I want go back there? Yes three days a week!
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