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Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
Physical evidence of services
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Physical evidence of services

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Transcript

  • 1. Physical evidence of services: 1
  • 2. What is physical evidence  Services are intangible  Customers rely on tangible cues or physical evidence for evaluation of services Before purchase.
  • 3. Elements of Physical Evidence Facility exterior  Exterior design  Parking  Landscape  Surrounding environment 3
  • 4. OtherTangibles  Business cards  Stationary  Billing Statements  Reports  Employee dress  Uniforms  Brochure  Internet / web pages 4
  • 5. Services Communication through physical evidence  Heavy Hospitals Resorts Childcare  Limited Insurance Courier service 5
  • 6. Types of physical evidence  Self–service (customer only)  Interpersonal services (Both customer and employee )  Remote service (employee only) 6
  • 7. Self-Service  Customer performs most of the activities  Very few employees involved ATMs  Various locations  Mostly self service  How should the facilities be  Physical evidence  Pleasing  Easy to use for customers 7
  • 8. REMOTE SERVICES  Other extreme  Virtually no customer involvement  Customer rarely visits facilities  It may be another country  How physical evidence is designed  Employee interests and preferences  Motivate employees 8
  • 9. Interpersonal services  Between two extremes  Both  Customer  Employee are present Examples Hotels Hospitals Banks 9
  • 10. Physical evidence strategies  Recognise the strategic impact of physical evidence  Map the physical evidence of service  Clarify roles of the servicescape  Assess and identify physical evidence opportunities  Be prepared to update and moderate the evidence  Work cross–functionally
  • 11. Recognize the strategic Impact of physical evidence  Role of physical evidence must be defined  Before designing and executing service strategy  Clarify the overall role of physical evidence  Decisions on physical evidence are ▪ Costly ▪ Permanent 11
  • 12. Map the physical evidence of service  Before deciding physical evidence  Take every employee into confidence  Show even customers  Get feedback  Finalise after consultation 12
  • 13. . Work cross-functionality.  What dress should employees wear when employees service customers.  Different views.  Operations dept.  Comfort of employees.  Marketing department.  Appealing to customers.  Conflict. Something which is comfortable may not be appealing and vice versa. 13
  • 14. conclusion:  All have to work together Have a team which has members from all departments LIKE ▪ Marketing ▪ Operations ▪ Finance ▪ would lead a very good key for success in physical evidence of services. 14
  • 15.  Thank uuuuuuuuu 15

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