Presented by:-ABHISHEK CHAUDHARY

& AMRITA SRIVASTAVA

MBA 4th SEM

“Any act or performance that one party can offer to another that is essentially intangible and does not result in ownership of anything. Its production may or may not be tied to a physical product.”

---Philip Kotler

Services are intangible in that they do not have a physical shape.

So a consumer cannot touch or see it, he can only feel it.

It means services are not of separable nature.

It is created and supplied simultaneously. Services are first marketed and then

produced and consumed simultaneously.

It is difficult to standardize.

Do’s Don’t

Smile. Respond emotionally.

Eye contact. Crowd the customer.

The first words give the right opening.

Carry on the conversation.

Listening. Try to pull.

Offer information and help.

Order customer about.

Read the body language.

Blame colleagues or the organiser.

End neatly. Promise what you can’t Perform.

The services can not be stored.

Goods Basis Services

Tangible Tangibility Intangible

Transferable Transferability Not transferable

Remain existent Existence Not remain existent

Easier to measure the quality

Heterogeneity Difficult to measure the quality

Can be resold Re-Selling Can’t be resold

Product – Plan or service Policy. Price – Premium. Place – Branches. Promotion – Personal selling, Advertising,

sales promotion, Publicity. People – Essential element in both production

and delivery of most services. Process – Mechanism by which service is

created and delivered. Physical Evidence – Physical evidence is created

by providing documents, receipts etc.

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