Notesale: Turn your study into money

Document Preview

Extracts from the notes are below, to see the PDF you'll receive please use the links above

---

Def
i
neSer
v
i
ce
Oneoft
hef
i
r
stt
odef
i
neser
v
i
ceswast
heAmer
i
canMar
ket
i
ngAssoci
at
i
on,
whi
ch,
as
ear
l
yasi
n1960,
def
i
nedser
v
i
cesasact
i
v
i
t
i
es,
benef
i
t
s,
orsat
i
sf
act
i
onswhi
char
e
of
f
er
edf
orsal
e,
orpr
ov
i
dedi
nconnect
i
onwi
t
ht
hesal
eofgoods
...
Theot
herdef
i
ni
t
i
onwhi
chwaspr
oposed,
i
n1963,
byRegan
suggest
edt
hatser
v
i
cesr
epr
esentei
t
heri
nt
angi
bl
esy
i
el
di
ngsat
i
sf
act
i
ondi
r
ect
l
y
(
t
r
anspor
t
at
i
on,
housi
ng)
,
ori
nt
angi
bl
esy
i
el
di
ngsat
i
sf
act
i
onj
oi
nt
l
ywhenpur
chased
ei
t
herwi
t
hcommodi
t
i
esorot
herser
v
i
ces(
cr
edi
t
,
del
i
v
er
y
)

...
Rober
tJudddef
i
nedser
v
i
ceasa
mar
kett
r
ansact
i
onbyanent
er
pr
i
seorent
r
epr
eneurwher
et
heobj
ectoft
hemar
ket
t
r
ansact
i
oni
sot
hert
hant
het
r
ansf
erofowner
shi
pofat
angi
bl
ecommodi
t
y

...
Kot
l
erandBl
oom,
i
n1984,
def
i
nedser
v
i
cesasanyact
i
v
i
t
yorbenef
i
tt
hat
onepar
t
ycanof
f
ert
oanot
hert
hati
sessent
i
al
l
yi
nt
angi
bl
eanddoesnotr
esul
ti
nt
he
owner
shi
pofany
t
hi
ng
...

Gummessonhi
ghl
i
ght
i
ngt
hei
nt
angi
bl
enat
ur
eofser
v
i
cesdef
i
nedser
v
i
cesas
somet
hi
ngwhi
chcanbeboughtandsol
dbutwhi
chy
oucannotdr
opony
ourf
oot

...
Accor
di
ngt
oGr
onr
oss,
aser
v
i
cei
sanact
i
v
i
t
yor
ser
i
esofact
i
v
i
t
i
esofmor
eorl
essi
nt
angi
bl
enat
ur
et
hatnor
mal
l
y
,
notnecessar
i
l
y
,
t
ake
pl
acei
ni
nt
er
act
i
onsbet
weent
hecust
omerandser
v
i
ceempl
oy
eesand/
orphy
si
cal
r
esour
cesorgoodsand/
orsy
st
em oft
heser
v
i
cepr
ov
i
der
,
whi
char
epr
ov
i
dedas
sol
ut
i
ont
ocust
omerpr
obl
ems
...
Manyaut
hor
sdev
el
opeddef
i
ni
t
i
onsofaser
v
i
ce;
howev
er
,
gi
v
ent
hedi
v
er
si
t
yofser
v
i
ces,
i
ti
shar
dt
of
i
ndanyconsi
st
entdef
i
ni
t
i
onwhi
chcoul
dbe
appl
i
edt
oal
l
ser
v
i
ces
...
Accor
di
ngt
oA
...
Achangei
ncondi
t
i
onmayoccurandpr
oduct
i
onof
t
heser
v
i
cemayormaynotbecl
osel
yassoci
at
edwi
t
haphy
si
cal
pr
oduct
”
3
...

Lov
el
ockandJ
...
Of
t
ent
i
mebased,
per
f
or
mancesbr
i
ngaboutdesi
r
edr
esul
t
st
or
eci
pi
ent
s,
obj
ect
s,
orot
herasset
sf
orwhi
chpur
chaser
shav
er
esponsi
bi
l
i
t
y

...
Kot
l
ersuggest
edt
hat”
aser
v
i
ce
i
sanact
i
v
i
t
yorbenef
i
tt
hatonepar
t
ycanof
f
ert
oanot
hert
hati
sessent
i
al
l
yi
nt
angi
bl
e
anddoesnotr
esul
ti
nt
heowner
shi
pofany
t
hi
ng
...
Hehasi
dent
i
f
i
edf
ourcat
egor
i
esofof
f
er
,
v
ar
y
i
ngf
r
om a‘
pur
e’
goodt
oa‘
pur
eser
v
i
ce’
”
•apur
et
angi
bl
egoodsuchassoap,
sugar
,
t
ea,
•at
angi
bl
egoodwi
t
haccompany
i
ngser
v
i
cesl
i
kecomput
er
s,
•aser
v
i
cewi
t
haccompany
i
ngmi
norgoodsorser
v
i
cessuchasai
r
l
i
net
r
av
el
,
•apur
eser
v
i
cel
i
kebaby
si
t
t
i
ng
...
Agoodi
s
f
r
equent
l
ypur
chasedwi
t
hsomeser
v
i
cecomponent

...

Char
act
er
i
st
i
cofSer
v
i
ce
Ser
v
i
cesar
ei
nt
angi
bl
e,
i
nsepar
abl
e,
v
ar
i
abl
e,
andper
i
shabl
e
...

I
nt
angi
bi
l
i
t
y-Toal
ar
geext
entser
v
i
cescannotbeexper
i
encedbyphy
si
cal
senses
...
I
nf
act
,
manyser
v
i
cesar
e
di
f
f
i
cul
tt
obeexami
nedbef
or
et
heyar
epur
chased
...
I
nsomecases,
ev
enaf
t
ert
heser
v
i
cehasbeendel
i
v
er
ed,
t
hecust
omermi
ght
notf
ul
l
yunder
st
andt
heser
v
i
ceper
f
or
mance(
e
...

,
di
agnosi
s,
t
r
eat
ment
)

...

Responses-Addi
ngphy
si
cal
ev
i
denceDev
el
opi
ngst
r
ongbr
andsFaci
l
i
t
at
i
ng
r
ecommendat
i
onSt
r
essi
ngt
angi
bl
eel
ement
si
nadv
er
t
i
si
ng
...
I
nmany
casescust
omer
sar
epr
esentwhent
heser
v
i
cei
sbei
ngpr
oduced,
sot
hepr
oducerand

cust
omer
si
nt
er
actwi
t
heachot
herdur
i
ngt
heser
v
i
cepr
oduct
i
onpr
ocess
...

g
...

I
mpl
i
cat
i
ons-Pr
oduct
i
onpr
ocessaf
f
ect
st
heser
v
i
ceout
comeEmpl
oy
eesaf
f
ectt
he
ser
v
i
ceout
comeCust
omer
saf
f
ecteachot
her

...

Het
er
ogenei
t
y-Unl
i
ket
angi
bl
egoods,
ser
v
i
cesar
ehi
ghl
yv
ar
i
abl
e
...
Thus,
t
hev
ar
i
abi
l
i
t
yofser
v
i
ces
mi
ghtr
esul
ti
ndi
f
f
er
entl
ev
el
sofser
v
i
cequal
i
t
y

...

g
...

I
mpl
i
cat
i
ons-Di
f
f
er
entl
ev
el
sofser
v
i
cequal
i
t
yEmpl
oy
eesaf
f
ectt
heser
v
i
cequal
i
t
y

...

Per
i
shabi
l
i
t
y-Ser
v
i
cesdi
f
f
erf
r
om goods,
ast
heycannotbesav
ed,
st
or
ed,
r
esol
d,
or
r
et
ur
ned
...
Anai
r
l
i
net
hatof
f
er
st
heseat
sonagi
v
enf
l
i
ght
,
cannotsel
l
t
hoseseat
saf
t
ert
hepl
anehasl
ef
t

...
Thus,
t
heper
i
shabi
l
i
t
yofser
v
i
cesr
esul
t
si
nagr
eat
er
at
t
ent
i
onpai
dt
ot
hedemandf
or
ecast
i
ngandcapaci
t
yut
i
l
i
zat
i
on
...

Responses-ManagementofdemandPr
omot
i
onandpr
i
cepol
i
ci
es
...
Aser
v
i
cei
sadeed,
aper
f
or
mance,
anef
f
or
t

...
Whenaser
v
i
cei
spur
chased,
t
her
ei
sgener
al
l
y
not
hi
ngt
angi
bl
et
oshowf
ori
t

...
To
r
educeuncer
t
ai
nt
y
,
buy
er
sl
ookf
orsi
gnsorev
i
denceofser
v
i
cequal
i
t
y

...
Shost
ackev
ensummar
i
sedt
hatmostmar
ketof
f
er
i
ngsar
e

acombi
nat
i
onoft
angi
bl
eandi
nt
angi
bl
eel
ement
s
...

Pr
oductVs
...
Ther
ear
eonl
y
ser
v
i
cei
ndust
r
i
eswhoseser
v
i
cecomponent
sar
egr
eat
erorl
esst
hant
hoseofot
her
i
ndust
r
i
es
...
Thepoi
ntt
hatLev
i
t
twast
r
y
i
ngt
oputacr
ossi
st
hat
wi
t
hal
mostev
er
yt
angi
bl
ecor
ephy
si
cal
pr
oduct
,
ani
nt
angi
bl
eser
v
i
cecomponenti
s
associ
at
ed
...
I
twasasear
l
yas1977whenMsGLy
nn
Shost
ack,
t
heVi
ce-Pr
esi
dentofCi
t
i
bank,
suggest
edt
hatmar
ket
i
ngent
i
t
i
esar
e
combi
nat
i
onsofi
nt
angi
bl
eandt
angi
bl
eel
ement
st
hatar
edi
st
i
nctanddi
scr
et
e
...
Ther
ei
sar
anget
hat
v
ar
i
esf
r
om absol
ut
et
angi
bl
egoodsl
i
kesal
tt
oanabsol
ut
ei
nt
angi
bl
eser
v
i
cel
i
ke
educat
i
on
...
Accor
di
ngt
ohi
m,
goodscanbeputi
nt
ot
wocat
egor
i
es:
sear
chgoodsar
e
gener
al
l
yt
hosegoodswhi
char
epackagedgoodsandt
hecust
omercansee,
ev
al
uat
e
andt
r
yt
hem pr
i
ort
opur
chase
...
Ther
e
i
sar
angebet
weent
het
woext
r
emesandt
her
ecoul
dbecer
t
ai
npr
oduct
sf
al
l
i
ngi
nt
hi
s
r
ange
...
Ther
e
i
sabsol
ut
el
ynoser
v
i
ceori
nt
angi
bl
esassoci
at
edwi
t
hei
t
heroft
hegoods
...
I
nt
hi
scaset
heof
f
erconsi
st
sofa
t
angi
bl
egoodwi
t
hser
v
i
ce(
s)associ
at
edwi
t
hi
t

...

Exampl
e:
Consi
dert
wobr
andsofr
ef
r
i
ger
at
or
s–onewi
t
haf
i
v
ey
earguar
ant
eewhi
l
et
heot
her
wi
t
hasev
eny
earguar
ant
ee;
basedont
heguar
ant
eet
hemanuf
act
ur
eri
st
r
y
i
ngt
odi
f
f
er
ent
i
at
e
t
hepr
oduct

...
I
nt
hi
scaset
he
manuf
act
ur
erorsuppl
i
eri
spr
i
mar
i
l
yof
f
er
i
ngaser
v
i
cet
ot
hemar
ketandal
ongwi
t
hi
tmi
nor
goodsorser
v
i
cesmayormaynotbeassoci
at
ed
...
Howev
erai
r
l
i
nes
al
soof
f
erf
oodandent
er
t
ai
nmentonboar
d

---