Managing Services - PowerPoint PPT Presentation

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Managing Services

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Managing Services Chapter 12 Services ... Purchase Process and Service Quality Properties Search ... available in the marketplace Service Classification People ... – PowerPoint PPT presentation

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Title: Managing Services


1
Managing Services
  • Chapter 12

2
Services
  • Intangible items for which consumers exchange
    something of value
  • 4x larger than goods industry

3
4 Is of Service
  • Intangibility
  • Inconsistency
  • Inseparability
  • Inventory
  • Idle production capacity

Source http//www.clipart-waiter-1.html
4
Services Continuum
  • A range of the services-oriented and
    goods-oriented available in the marketplace

5
Service Classification
  • People delivery v. Equipment delivery
  • Profit v. Nonprofit
  • Government sponsored v. Non-government Sponsored

6
Assessing Purchase Process and Service Quality
  • Properties
  • Search
  • Experience
  • Credence
  • Assessing Service Quality
  • Gap analysis
  • Four factors
  • Servicescape
  • Service providers
  • Other customers
  • Invisible organization and systems

Source http//quickandunique.com
7
Relationship Marketing and Services
  • Customer Contact Audit
  • Marks contact points

8
Marketing Services
  • Internal Marketing
  • Employee-focus
  • Product
  • Exclusivity
  • Branding
  • Capacity Management

9
Marketing Services
  • Pricing
  • Off-peak pricing
  • Place
  • Promotion
  • Publicity
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