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Inseparability is a term used in marketing to describe a key quality of services as distinct from goods, namely the characteristic that a service has which renders it impossible to divorce the supply or production of the service from its consumption. [1]
The service provider must deliver the service at the exact time of service consumption. The service is not manifested in a physical object that is independent of the provider. The service consumer is also inseparable from service delivery. Examples: The service consumer must sit in the hairdresser's chair, or in the airplane seat.
A service is a set of one-time consumable and perishable benefits that are: delivered from the accountable service provider, mostly in close co-action with his internal and external service suppliers, effectuated by distinct functions of technical systems and by distinct activities of individuals, respectively,
A service encounter can be defined as the duration in which a customer interacts with a service. The customer's interactions with a service provider typically involve face-to-face contact with service personnel, in addition to interactions with the physical elements of the service environment including the facilities and equipment.
Intangibility refers to the lack of palpable or tactile property making it difficult to assess service quality. [1] [2] [3] According to Zeithaml et al. (1985, p. 33), “Because services are performances, rather than objects, they cannot be seen, felt, tasted, or touched in the same manner in which goods can be sensed.” [4] As a result, intangibility has historically been seen as the most ...
Instead of being able to calmly focus on her chemotherapy treatment, Arete Tsoukalas had to spend hours on the phone arguing with her insurer while receiving infusions in the hospital.
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