Inseparability
Services are generally created or supplied simultaneously. They are inseparable. For e.g., the entertainment industry, health experts and other professionals create and offer their service at the same given time. Services and their providers are associated closely and thus, not separable. Donald Cowell states ‘Goods are produced, sold and then consumed whereas the services are sold and then produced and then consumed.’
A service is produced when it is consumed eg. a dinning experience. Thus the customers are present when the service is produced thus other customer play an important role in satisfaction. The service producer also plays an important role in quality. Thus mass production is impossible, it is not possible to get economy of scale by centralisation, operations has to be decentralised to deliver to the consumer directly at convenient locations. A “problem customer” can result in disruption of service production process creating a dissatisfaction for himself, other customers and also to the service producer.
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