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MARKMA Chapter 13 Visual Model (FINAL)
 

MARKMA Chapter 13 Visual Model (FINAL)

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MARKMA Chapter 13 Visual Model (FINAL) MARKMA Chapter 13 Visual Model (FINAL) Presentation Transcript

  • ph.linkedin.com/in/akeeldalisay
  • 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 ph.linkedin.com/in/akeeldalisay
  • 5 Distinctions of Services May requireEquipment or people-based client’s presence Delivery processesMeet personal needs Varying objectives ph.linkedin.com/in/akeeldalisay
  • 4 Characteristics of ServicesIntangibility- Cannot be seen, smelled, heard, touched, tasted Inseparability - Production and consumption are inseparable “Barya”bility Perishability - Varies depending on who provides it - Cannot be stored ph.linkedin.com/in/akeeldalisay
  • 10 Recommendations to Improve Service Quality Recovery Be fair Research Surprise clients! Servant Leadership ph.linkedin.com/in/akeeldalisay
  • 10 Recommendations to Improve Service Quality Service Design - “Do” what you’re supposed to doListen to your customers Encourage teamwork Be REALiable Basic Service - Holistic view ph.linkedin.com/in/akeeldalisay
  • 4 Ways to PREVENT Service FAILURES Right Re-Design TechnologyCustomers Help Customers Enhance customers’ role ph.linkedin.com/in/akeeldalisay
  • ph.linkedin.com/in/akeeldalisay