What is the service tenet and service concept?

Service tenet: service products, like other tangible products, also emphasize that products should meet different consumer needs. Service enterprises need to define the service concept of the organization as clearly as possible, and clarify the specific meaning of the company's service purpose to consumers and employees.

Service concept: refers to a concept that businesses in all walks of life adhere to when providing services. Service products, like other tangible products, also emphasize that products should meet different consumer needs. Consumer demand can be transformed into specific product characteristics and specifications in tangible products, and these product characteristics and specifications are also the basis of product production, product improvement and product marketing.

But these specific specifications are like castles in the air for service products. Therefore, service enterprises need to be clear about the essence of "service product" or "service concept".

Five characteristics of service:

The five characteristics of service include: intangibility, heterogeneity, synchronization of production and consumption, perishable, substitutability and so on.

1, stealth

The most basic and frequently mentioned difference between goods and services is the intangibility of services, because services are a process consisting of a series of activities, not physical objects. In this process, we can't see, feel or touch services like tangible goods.

2. Heterogeneity

Service is a series of actions displayed by people, and the service provided by employees is usually the service in the eyes of customers. Because there are no two identical employees and no two identical customers, there are no two identical services.

3. Synchronization of production and consumption

Most goods are produced first, then stored, then sold and then consumed, but most services are sold first, then produced and consumed at the same time.

4. Perishable

The perishable nature of services refers to the characteristics that services cannot be stored, resold or returned. For example, a flight with 100 seats, if there are only 80 passengers on a certain day, it is impossible to save the remaining 20 seats for the next flight; The consultation provided by the consultant cannot be returned, re-consulted or transferred to others.

5. Replaceability

It means that general enterprises may have the ability of self-supporting logistics such as self-supporting transporters and warehouses, which makes logistics services replaceable in terms of supply. The universality of self-operated logistics makes it very difficult for logistics operators to adjust the supply of logistics services in terms of quantity and quality.