Scribd
Upload
35 views1 page

Marketing

The document outlines key characteristics of services in the hospitality industry, including intangibility, inseparability, variability, perishability, and physical evidence. It emphasizes that services cannot be experienced before purchase, are produced and consumed simultaneously, and their quality can vary significantly. Additionally, it highlights the importance of managing physical evidence to enhance customer experience and prevent revenue loss from unsold services.

Uploaded by

Lyca Daniela Embrado
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
35 views1 page

Marketing

The document outlines key characteristics of services in the hospitality industry, including intangibility, inseparability, variability, perishability, and physical evidence. It emphasizes that services cannot be experienced before purchase, are produced and consumed simultaneously, and their quality can vary significantly. Additionally, it highlights the importance of managing physical evidence to enhance customer experience and prevent revenue loss from unsold services.

Uploaded by

Lyca Daniela Embrado
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

1.

Intangibility- Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled
before they are purchased One implication of experiential products is that we take away only
the memories of our experiences Service marketers should provide tangible evidence or
takeaways However, physical evidence that is not managed properly can hurt a business
2. Inseparability- Hospitality products are first sold and then produced and consumed at the same
time customers and employees must understand the service delivery system because they are
coproducing the service
3. Variability Services- are highly variable. Their quality depends on who provides them and when
and where they are provided variability or lack of consistency in the product is a major cause of
customer disappointment in the hospitality industry
4. Perishability Services- cannot be stored For Example A 100-room hotel that sells only 60 rooms
on a particular night cannot inventory the 40 unused rooms and then sell 140 rooms the next
night revenue lost from not selling those 40 rooms is gone forever.
5. Physical Evidence- This refers to all existing and potential features customers see when
engaging with your business. For a positive customer experience, attention to detail is essential.
In order to project the desired image to the intended audience, this should be properly
monitored.

You might also like