Characteristics

Potential Problem

Potential Solution

The customer service is invisible that difficult to measure , also those customer satisfaction are not the same.

Customer’s satisfaction is not the same, so we can find what the customer needs and wants to charge the fee. E.g. airline service and lawyer fee

Consumers participate and service both are not be short of each other.

Service industry's simultaneity, we need to have many stratagem, for an example facility’s layout, Fast-food shop’s food shelf furnish and decorate, between supermarket and shelves' distance, or customer safety such as transportation's safety measure.

E.g. The customer service department will be staffed by a number of individuals who all differ in age , sex , knowledge , and experience . This difference may lead to contrasting levels of service being delivered to different customers

Service industry is easily to imitate, but it can't go through franchise's patent protect. So many company need to depend on service environment, propagate or image such Physical Evidence to attract customer, so form different service character.

Service cannot be store; also it cannot handle supply more then demand , and cannot employ some high wages staff .

Perish ability’s service industry is difficult to handle excess demand, so we need many manpower, such as make an appointment with customer, service automation, or mechanize, multifunction, etc.