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Why? Because you didn’t buy a product here, you bought a service from the Airline to transport you. Now if in the flight there were 10 empty seats would the airline be able to hoard those up and sell the next time the plane flies? No. Once the flight took off without people seating on them, the seats perished.
Welcome to the crazy world of Service Industry. So why should you even be bothered to know about anything like this, you ask. Well, 50% of India’s GDP comes from the Service Industry today, so it perhaps makes some sense to understand what drives this engine.
Service has been defined as an act, performance, process or benefit that doesn’t result in the customer owning anything...
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