![]() This can be seen as a problem of service quality. Mass generation and delivery of services must be mastered for a service provider to expand. Another and more common term for this is heterogeneity. Example: The taxi service which transports the service consumer from home to work is different from the taxi service which transports the same service consumer from work to home – another point in time, the other direction, possibly another route, probably another taxi-driver and cab. ![]() Many services are regarded as heterogeneous and are typically modified for each service-consumer or for each service-context. It can never be exactly repeated as the time, location, circumstances, conditions, current configurations and/or assigned resources are different for the next delivery, even if the same service is requested by the consumer. ![]() Correspondingly, the hairdresser or the pilot must be in the shop or plane, respectively, to deliver the service.Įach service is unique. Examples: The service consumer must sit in the hairdresser's chair, or in the airplane seat. The service consumer is also inseparable from service delivery. The service is not manifested in a physical object that is independent of the provider. The service provider must deliver the service at the exact time of service consumption. Example: a passenger has been transported to the destination. When the service has been completely rendered to the consumer, this particular service irreversibly vanishes.An empty seat on an airplane cannot be filled after departure. Examples: A hairdresser serves another client. ![]() ![]() From the perspective of the service provider, this is a lost business opportunity if no other use for those resources is available. If the service consumer does not request and consume the service during this period, the related resources may go unused.
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