28. “A good is a raw unprocessed ‘material’ ������at gets it’s value from
access”
“Really basic stuff, commodity produced, wi������out customer
interaction”
Needs to be processed, to add value to
goods
29. “Products are goods ������at are processed by a system ������at is
closed to ������e customer and may offer features and benefits to
differentiate.”
“Branded tangibles ������at are pre-produced, stored and
distributed.”
Ownership, meets needs, closed system
products
30. “A service is an intangible time-based process involving human
interaction”
“Adding value ������rough personal delivery...”
processing customer inputs, situational
services
31. “An experience is a personal feeling ������at exists in a multi-
sensory environment and is meaningful in a social se������ing”
“A personal priceless moment...”
memorable, personal, emotional response
experiences