The differences between a service and a good, such as between a patients stay in a hospital and the assembly of the left front fender of a Chevrolet, are significant. To manage service effectively, you must understand the characteristics that distinguish a service from a good. The statements on the left-hand side describe goods. Could the same thing be said about services or does it need to be restated? Your task is to complete the statements under the services column.

Goods: Services:

1. The customer owns an object. 1.

2. The goal of producing a good is 2.

uniformityall widgets are alike.

3. A product can be put into inventory; 3.

a sample can be sent in advance for the

customer to review.

4. The customer is the end user who is 4.

not involved in the production process.

5. Quality is measured by comparing output 5.

to specifications.

6. If improperly produced, the product can be 6.

pulled off the line or recalled.

7. The morale of production employees is 7.

important.