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Topic 14

Service Marketing and Social Responsibility

Four characteristics of the services

intangibility - service cannot be tasted, felt, heard, touched or smelled before purchase

inseparability - service cannot be separated from their providers, neither the providers or machine, coz provider- customer interaction is a special feature of service marketing that customers have to be in the present when the service is provided

variability - the quality of service depend on who provides it and when, where and how

perishability - service cannot be stored for later sale of use

Service profit chain