A.

Direction: Enumerate the different service delivery intermediaries and site a concrete
example for each.

The different service delivery intermediaries

1. Franchising - is a firm in which the owner licenses his or her operations, as well as its

products, branding, and knowledge, in exchange for a fee.

EXAMPLE: McDonald's, Starbucks, Dominos, KFC, Pizza Hut, Subway, Dunkin'

Donuts.

2. Agents and Brokers – they are the one who ease the buying and selling as well as bring

the buyers and sellers together and negotiate between them.

EXAMPLE: An insurance broker is a person who sells insurance to businesses and

individuals from a variety of companies.

3. Electronic Channels - any mode of telecommunication or electronic transfer that may be

utilized in conjunction with the Service

EXAMPLE:  television, telephone, Mobile banking.

Directions: Look for one common issue company’s face involving service intermediaries.

Provide basis for your answers. You may attach articles.

1. Franchising
ISSUE: Having difficulty in providing the same exact service to the customers as well as
inconsistent quality of product.
2. Agents and Brokers
ISSUE: Handling customers can sometimes be tough to navigate. Some customers just don’t
understand the ins and outs of insurance.
3. Electronic Channel
ISSUE: Electronic channels minimize the inconsistency from employees or providers of
services. The customer produces the service himself using the technology. While doing so, if
the technology is not user friendly, it may lead to errors or frustration.
References:
https://accountlearning.com/challenges-in-distributing-services-through-electronic-
channels/
https://www.slideshare.net/imtiaz2578/delivering-service-through-intermediaries-and-
electronic-channels-32007151