Characteristics of Quality in Services Sector
Cristian Ovidiu Dragan · Analele Universităţii Maritime Constanţa · 2011
Concerns in the quality of services field are more recent (20-30 years) than those of product quality (over 100 years). Service is unique in its own way. It is ideal if the service could be adapted for customers needs, depending on the level of adaptability of the provider in order to customize his services. Services can not be stored and preserved for later consumption. Typically, services can be provided only by integrating external factors. Compared to products, services have some features that Philip Kotler characterized by: Although the basic service is immaterial, it can be accompanied by a material component”.