Tjänsteegenskaper

Tjänsteegenskaper refers to the characteristics that define and describe a service. Unlike tangible goods, services are intangible, meaning they cannot be physically touched or seen before consumption. This intangibility is a fundamental service characteristic. Another key characteristic is variability, as the quality and delivery of a service can differ depending on who provides it, when, and to whom. Services are also inseparable, meaning they are produced and consumed simultaneously, unlike goods that can be produced, stored, and then consumed. Finally, services are perishable, meaning they cannot be stored for later sale or use. For example, an empty seat on an airplane or an unsold hotel room represents lost revenue that cannot be recovered.

Understanding these service characteristics is crucial for businesses offering services. It influences how they design, market, and deliver their offerings. For instance, to combat variability, service providers often implement strict training programs and standardization procedures. To address intangibility, they may use tangible cues like well-designed facilities or employee uniforms to build customer confidence. The perishability of services necessitates careful capacity planning and demand management to maximize utilization and revenue. These properties collectively shape the customer experience and the operational challenges inherent in the service sector.