Transcription of Selling The Invisible - Knowledge Capital
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Selling The Invisible - Knowledge Capital
Selling the Invisible Highlights Almost three out of four Americans work in service. A service does not exist when you buy it. You cannot see, touch or try out a haircut before you buy it. You usually know when a product fails - it stops working. How do you know when the service fails? Services cannot be warranted because the outcome is so often not measurable. Service acts and processes cannot be easily routinized. We usually don't take product failures personally. However, services are usually provided by people we have met and we blame them when our expectations are not met.
Selling the Invisible – Highlights Almost three out of four Americans work in service. A service does not exist when you buy it. You cannot see, touch or try out a haircut before you buy it.
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