Professional Documents
Culture Documents
Characteristics
INTANGIBILITY :
Services are performances, deeds and efforts which cannot be
felt, sensed or touched.
1.Core Benefit:
Every service provides a core benefit. It is the use or benefit or solution,
which he is looking for while going for the service. In other word it is the need or want
that is being fulfilled.
3.Expected Services:
Customers expect to get certain service quality or features when they
purchase services. Some of these are unwritten features in a good context.
4.Augmented Services:
The augmented service product consists of the measures
taken to differentiate the service from competitors, and provide them
with service quality beyond their expectation. These kinds of services
are beyond the expectation of the customers.
5.Potential service:
This includes all the augmented and futuristic product
developments. At this level, the service firm tries to find out better ways
of delighting customers.
Service kinds with respect to Benihana of Tokyo
Core Benefit Food
Basic Service Hospitality
Expected Service Customization
Augmented Service Hibachi table concept
Potential Service Food processors