Course 8 - Services

Question 1

In contrast to products, services are…

Answer 1

=> intangible
=> perishable
=> co-created (provider + consumer)
=> simultaneous
=> unique

Question 2

Service ->

Answer 2

1. Characteristics
2. Service provisioning (preparation, delivery, outcome vs effect)
3. Trend: productization of services
4. Example (energy check, software implementation, cleaning service, etc.)

Question 3

Service - Scenario

Answer 3

1. Service creation
2. Opportunity development (marketing and sales)
   3a. Cust. order processing
   3b. Cust. service execution
   3c. Invoicing
   3d. Payment processing

Question 4

Material type (service are represented as such) ->

Answer 4

1. Collection of materials with similar characteristics
2. Types (trade goods, manufactured goods, services!)
3. Valuation
4. Standardized processing