|
Basis |
Services |
Goods |
|
Nature |
An activity or process. e.g., watching a
movie in a cinema hall |
A physical object. e.g., video cassette
of movie |
|
Type |
Heterogeneous |
Homogenous |
|
Intangibility |
Intangible e.g., doctor treatment |
Tangible e.g., medicine |
|
Inconsistency |
Different customers having different
demands e.g., mobile services |
Different customers getting standardised
demands fulfilled. e.g., mobile phones |
|
Inseparability |
Simultaneous production and consumption.
e.g., eating ice-cream in a restaurant |
Separation of production and consumption.
e.g., purchasing ice cream from a store |
|
Inventory |
Cannot be kept in stock. e.g., experience
of a train journey |
Can be kept in stock. e.g., train journey
ticket |
|
Involvement |
Participation of customers at the time of
service delivery. e.g., self-service in a fast food joint |
Involvement at the time of delivery not
possible. e.g., manufacturing a vehicle |
