TINJAUAN PUSTAKA PERUMUSAN HIPOTESIS
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H a l a m a n
retained . Earl Sasser, R. Paul Olsen, and D. Daryl W ckoff,
Management of Service Operations
, Boston: Allyn and Bacon, 1978, p.8
• Sales production cannot be separated functionally • Business is organized by functions, with sales
production separated • The service cannot normally be exported, but the
service delivery system can be • The product can be exported
• In most cases direct contact is needed • Indirect contact is possible between the company the
customer • The buyer takes part directly in the production process
can indeed perform part of the production • The seller produces
• The product cannot be transported though producers can be
• The product can be transported • Production consumption must occur at the same
location • Production consumption can be spatially separated
• Production consumption are simultaneous • Production precedes consumption
• The product cannot be stored • The product can stored in inventory
• The product does not exist before purchase • The product can be demonstrated before purchase
• No resale is possible • The product can be resold
• Ownership is generally transferred • Ownership is transferred at the time of purchase
• The service is intangible • The product is tangible
Service Manufacturing
• Sales production cannot be separated functionally • Business is organized by functions, with sales
production separated • The service cannot normally be exported, but the
service delivery system can be • The product can be exported
• In most cases direct contact is needed • Indirect contact is possible between the company the
customer • The buyer takes part directly in the production process
can indeed perform part of the production • The seller produces
• The product cannot be transported though producers can be
• The product can be transported • Production consumption must occur at the same
location • Production consumption can be spatially separated
• Production consumption are simultaneous • Production precedes consumption
• The product cannot be stored • The product can stored in inventory
• The product does not exist before purchase • The product can be demonstrated before purchase
• No resale is possible • The product can be resold
• Ownership is generally transferred • Ownership is transferred at the time of purchase
• The service is intangible • The product is tangible
Service Manufacturing
y
A service is a time-perishable, intangible experience performed for a customer acting in the role of co-producer
. James Fitzsimmons
Tabel 2.1 Perbedaan antara Manufaktur dan Jasa
Exception are communications services and electricity
Schroeder 2003 mengatakan bahwa jasa diproduksi dan dikonsumsi secara bersamaan. Oleh karena itu, jasa tidak pernah ada, hanya hasil daripada jasa yang
dapat diamati. Produksi dan konsumsi jasa secara simultan merupakan aspek penting dalam jasa, karena mengimplikasikan bahwa pelanggan harus berada dalam
sistem produksi ketika proses produksi dilaksanakan.