Description
The quality in "service" sector is more difficult to manage than the "goods" sector. Using examples show why this is so
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Running Head: SERVICE SECTOR
1
Topic: Service Sector
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SERVICE SECTOR
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Services consist of economic activities whose output are not physical in nature and are
consumed at the time that it is offered. Services result in value addition with regards to convenience,
health, timeliness or comfort. Goods are commodities which are physical and tangible in nature that
people find to have a useful meaning to them or is desirable thus making them to make an effort to
obtain it. Transactions involving goods involve transfer of ownership whereas during the transactions
involving services there is no transfer of ownership as it is an activity or a process. Quality is the
standard of a good or service as measured against other goods or services while considering its degree
of excellence or perfection. The quality of a service is usually dependent on varied factors such as the
customers, the service providers as well as the presence of other customers. The process of managing
the quality of services is known as Service Quality Management. It involves assessment of how well as
service is provided with the aim of improving the quality of the service in the future, identification of
various problems that occur so as to give a timely solution to correct them thus increasing customer
satisfaction (Nayyar, 2012).
It is more difficult to manage quality in the service industry as compared to doing the same in
the goods sector. Services involve human to human interaction therefore issues such as attitudes when
dealing with customers have the potentia...
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