Designing

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Designing Managing Services

• Otterbein CollegeWinter Quarter 2000

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Chapter Content

• Service Definitions Classifications
• How Services Differ From Goods
• Improving Service Differentiation, Quality,
  Productivity
• Improving Customer Support Services

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Categories of Service Mix
Tangible Good w/ Services
Major Service w/ Goods
Hybrid
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Four Service Characteristics
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Overcoming Service Challenges
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3 Types of Marketing in Service Industries
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Service Differentiation
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Service Quality Model
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Determinants of Service Quality

• Reliability
• Responsiveness
• Assurance
• Empathy
• Tangibles

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Keys to Service Excellence

• Strategic Concept
• Top-Management Commitment
• High Standards
• Monitoring Systems
• Satisfying Customer Complaints
• Satisfying Employees Customers
• Managing Productivity

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Importance-Performance Analysis
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Complaint Resolution

• Hiring Criteria Training for Employees
• Develop Guidelines for Fairness
• Remove Complaint Barriers
• Analyze Types Sources of Complaints

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• Designing Pricing Strategies Programs