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Essay / Research Paper Abstract
This 4 page paper identifies ten different service sectors and then answers questions set by the student including giving examples of companies in each sector, prioritising them in order of tangibility and fitting them into the matrices of Lovelock. The bibliography cites 1 source.
Page Count:
4 pages (~225 words per page)
File: TS14_TElovelk.rtf
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Unformatted sample text from the term paper:
tangibility of their service. In looking at some services they may be prioritised in terms of this tangibility. In looking for examples of tangibility the following may be a guide.
If the student has to choose local companies they may adjust company names to suit their environment. Priority Industry Example Company 1 Fast Food Chain McDonalds 2 Pharmacy
Boots the Chemist 3 Restaurant Pizza Hut 4 Cinema Odeon 5 Hotel Marriott 6 Beauty Salon Le Roc 7 Banks Hong Kong and Shanghai Bank (HSBC) 8 Legal Aids
William and Partners 9 Education Hill Street Junior 10 Dog Trainer The Dog Whisperer The most tangible is the service where the products the most important aspect of the
service. McDonalds may provide an experience, but the important aspect is the food. The pharmacy is second as this does sell goods, moist of which are very tangible, but there
is a higher level of intangibility with the advice that is routinely given by the pharmacist. The restaurant becomes more service oriented, but there is still the tangible product. The
Cinema is next as there are tangible aspects, such as the food and drink, but the balance in the film, which is an experience rather than something which can be
felt and touched. The Hotel starts to be a service and service only, but tangible goods are used in providing this which are key to its provision., The beauty salon
does have some tangible areas, such as the creation of nail art, but many aspects are purely service based. The legal aids or solicitors are a service based on knowledge
with few tangible aspects, however, there are the production documents that are important such as title deeds to property. Education is the transfer of knowledge and as such is intangible
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