Understanding Services: Concepts, Classification, and Selection

Service Concept

A service is an intangible activity, cannot be stored, and is created and consumed simultaneously. It provides value to customers by satisfying needs, solving problems, or improving the quality of life. Unlike physical goods, services often depend heavily on human factors, with direct interaction between the provider and the consumer.

Service Classification

Based on Customer Target:

Personal Services: Targeting individual needs such as healthcare, education, financial consulting…
Business Services: Serving business operations such as accounting, marketing, freight…

Based on Service Nature:

Convenience Services: Easily accessible, frequently used such as transportation, telecommunications…
Shopping Services: Goods and services sold directly or indirectly to customers such as supermarkets, fashion stores…
Professional Services: Requires high professional knowledge, usually provided by experts such as lawyers, doctors, accountants…

Based on Level of Contact:

Direct Contact Services: Requires direct interaction between the provider and the consumer, for example, customer service, consulting…
Indirect Contact Services: Little or no direct interaction, for example, freight services, online payment services…

Choosing the Right Service

Choosing the right service requires careful consideration of several factors: Service quality, price, provider reputation, convenience and efficiency. Carefully reading reviews and comparing different options before making a decision is essential.

Trends in Service Development

Digital Technology: Is dramatically changing the service industry, creating new business models such as e-commerce, online services…
Personalization: Customers increasingly want personalized service experiences that meet their individual needs.
Focus on Customer Experience: Creating positive, memorable experiences for customers is a key factor in success in the service industry.

Sustainable Development: The service industry is increasingly focusing on sustainability, minimizing negative impacts on the environment.