usluge

Usluge, or services, refer to activities, performances, or benefits provided to customers in exchange for payment. Unlike tangible goods, services are intangible by nature and are often produced and consumed simultaneously. They are also typically variable, cannot be stored, and rely on the participation of both producer and customer. In economic discussions, the four defining features are intangibility, heterogeneity, inseparability, and perishability (the IHIP framework).

Services span many sectors, including health care, education, financial services, transportation, hospitality, information technology, and professional services. They are commonly categorized as consumer services (directly serving individuals) and business or public services (serving organizations or the state). The services sector is a major employer and driver of GDP in many economies, frequently expanding as economies develop and digitize.

Delivery challenges arise from intangibility and variability, which affect perceived quality. Service quality is often evaluated through outcomes and interactions; common measurement approaches include customer feedback and instruments like SERVQUAL. Service marketing emphasizes people, processes, and physical evidence, in addition to the traditional product, price, place, and promotion. Digital platforms and automation are transforming how services are designed, delivered, and consumed.

Regulation and policy address licensing, consumer protection, and quality standards to ensure safety, reliability, and fair competition in service markets. As economies continue to digitalize, new service types emerge, including platform-based, on-demand, and remote or cloud services, shaping labor markets and regulatory considerations worldwide.