Markma v.m. edited final
7
Chapter 13: Designing & Managing Services Distinctions Characteristics Improve! Prevent Failures!
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Transcript of Markma v.m. edited final
Chapter 13: Designing & Managing Services
Distinctions
Characteristics
Improve!
Prevent Failures!
What is SERVICE?
• any act or performance one party can offer to another
• Intangible• does not result in the
ownership• production may or may not be
tied to a physical product
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5 Distinctions of Services
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Equipment or people-based Client’s presence
Delivery processes
Meet personal needs Varying objectives
4 Characteristics of Services
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Intangibility
Perishability
Inseparability
Variability
10 Recommendations to Improve Service Quality
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Listen!
Be reliable Basic ServiceService Design
Recovery
Surprise clients!
Be fair
Teamwork
Research
Servant Leadership
4 Ways to PREVENT Service FAILURES
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Re-Design
RightTechnology
Enhance customers’ role
CustomersHelp
Customers
Chapter 13: Designing & Managing Services
Distinctions
Characteristics
Improve!
Prevent Failures!
