TC Customer Dissatisfaction Putting a Firm out Of Business Discussion

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Select one of the three questions and answer it with a minimum of three paragraphs that are well developed.

1. Describe a transformation process  within an organization that is familiar to you; list all inputs,  components, and the transformation process that produces either a  product or service the organization delivers its customers.

2. What is the difference  between “products or goods” versus “services”? Give some examples based  upon your experience as a customer or as a provider.

3. Many people state that their  organization has no customers. Is it possible for a business, or  department within an enterprise, not to have customers? Why or why not?

After answering the question, respond to two classmates’ posts:

Student 1 Samuel:

What is the difference between “products or goods” versus

“services”? Give some examples based upon your experience as a customer

or as a provider.

Goods and services deliver value to consumers through similar yet different means. As consumers ourselves, we utilize goods and services every day, sometimes without even realizing we are doing so. Goods and services both are customer-driven and are intended to provide value to the consumer. However, there are some distinct differences between goods and services that are worth noting.

Collier explains in OM6 that the prime difference between goods and services simply is as follows: while services are intangible, goods must be intangible. He describes goods as “hard technology” and services as “soft technology”, meaning goods can be stored, moved or repaired, while services make use of information systems and cannot be stored. Another key difference is the way the demand for goods and services is predicted—customer demand patterns can be extremely hard to predict and cannot be separated from human factors that make them volatile.

It is interesting to examine one’s daily life and to take a closer look at the goods and services we consume. For example, during the course of an average morning, one might consume a cup of coffee (good) that was recommended to them by a favorite blog or internet forum (service), read an article from a local newspaper (good) that was delivered by the paperboy (service), dress in casual attire (good) curated by a trial fashion program (service)—all before leaving home for work! 

student 2 Taylor :

What is the difference between “products or goods” versus “services”? Give some examples based upon your experience as a customer or as a provider.

Products or goods are tangible items that one can touch or an item that can be inventoried. A service, on the other hand, is something that is intangible. Products or goods can be items such as jewelry, electronic devices, or a Stanley water bottle. Services is an act that is being provided to you such as, getting your haircut, getting a manicure or pedicure, or hiring a landscaping company to mow your lawn. Most companies specialize in one sector, whether that is providing goods or service, but there are other companies that have figured out how to do both.

Our textbook touched on how Apple has mastered the art of selling goods and also providing a service. They sell everything from iPhones to HomePods, but they also provide services within those products. With an iPhone you can opt in to Apple’s music subscription, or if you aren’t the music type you can subscribe to their Apple TV+ to watch exclusive movies and TV shows. Apple may be the leader in double dipping, but another company that comes to mind is Peloton. They offer workout equipment as their products, but take it a step further to also provide their customers with an on-demand workout class subscription.

Personally, I think brands like Apple and Peloton have made a name for themselves for many years to come. I do think its harder for service providers to make themselves a well-known brand and they must rely heavily on word of mouth and positive reviews to achieve this versus a company just selling products or goods. That’s not to say that companies only selling goods shouldn’t and don’t rely on positive reviews and word of mouth, after all, we are in the era of influencing. I think that making the decision to purchase a product is more emotional than deciding to have a service performed. You see all these individuals in person and online have these goods and you want to fit in so you purchase it.

A service is more of a need. For example, you need to get your haircut so you can have good scalp and hair health or you get a pedicure to help aid in not getting in-grown toenails. Most of the time, a service requires you to interact with other people, whereas a good you can purchase online in the comfort of your own home. To further the discussion, how many of you have received a service by a company or individual that was recommended to you or that your family has been going to since you were a child?

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