Professional Documents
Culture Documents
Session 9 - MABD
Session 9 - MABD
1/8/2013
Definition
A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything.
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Pure tangible good Tangible good with accompanying services Hybrid Major service with accompanying minor goods and services Pure service
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Cannot be touched, seen, tasted, heard, or smelled before purchase Marketers must try to tangibilize the intangible Lack of trial means higher consumer risk Consumers rely on cues to draw quality inferences
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Services are produced and consumed at the same time (air travel) Service providers and sometimes other customers become part of the service (restaurant) Strong preferences for service providers exist
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Service providers vary with respect to attitudes, skills, mood, etc. Even the same provider may give different service on a different day. Quality control is critical: Hiring the right people Standardizing service Monitoring satisfaction
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Services can not be inventoried or otherwise stored Capacity / demand management is critical:
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Demand-side strategies
Supply-side strategies
Use differential pricing Cultivate nonpeak demand Develop complementary services Install reservation systems
Hire part-time employees Introduce peak-time efficiency routines Increase consumer participation Plan facilities for future expansion Share services
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Internal marketing
External marketing
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Service-Quality Model
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GAP ANALYSIS
Gap 1
Managements Perceptions of Customer Service Expectations versus Actual Customer Expectations of Service
Gap 2
Managements Perceptions of Customer Service Expectations versus the Actual Service Quality Specifications Developed
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GAP ANALYSIS
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Empathy
Reliability
Assurance
Responsive ness
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