Distinct characteristics of service operations include which of the following?

a. Customer participation

b. Customization

c. Intangibility

d. Heterogeneity

e. All of the above except (b)

Letter e is correct. All of the above except (b).

Explanation:

A service is a set of activities whose objective is to satisfy some human need without the presence of a material good.

Service providers constitute the tertiary sector in economics, so there is a need for the development and improvement of service techniques so that the sector meets the demands of customers.

Some characteristics that define a service are:

Intangibility: Services are intangible processes and ideas, so the consumer is influenced by the reputation of a company, brand or service for the ideal choice.

Heterogeneity: The service varies from customer to customer. It is not possible to offer exactly the same service every time, often due to outsourcing in companies.

Simultaneity: Services are consumed at the same time they are created.

Customer participation in the process: There is an integration between the customer and the service provider, so there are opportunities for service production with customer participation.

Perishability: Services cannot be stored, if they are not consumed it is lost.