Palvelujen markkinointi: luento 3 - Pekka Mattila

•Download as PPTX, PDF•

1 like•1,955 views

pekkamattila

Education Business Technology

Palvelujen markkinointi Luento 3: Palveluiden markkinointiviestintä, servicerecovery, henkilöstön rooli Vieraileva professori Pekka Mattila 17.1.2011

Integrated marketing communications ,[object Object]

Internal marketing communications17.1.2011 3 Mattila & Laukkanen

Provide support systems17.1.2011 5 Mattila & Laukkanen

Service triangle Mattila & Laukkanen 17.1.2011 6

An examplefrom B2B Mattila & Laukkanen 17.1.2011 7

Service failure ,[object Object],Repurchase intentions Exit vs. voice (Hirschman 1970) 17.1.2011 9 Mattila & Laukkanen

Service failure and recovery 17.1.2011 10 Mattila & Laukkanen

Completely satisfied: immediately (51%) vs. within 24 hours (55%)

Learning from lost customers17.1.2011 11 Mattila & Laukkanen

Viewers also liked

5 keinoa kuinka voit käyttää linked iniä liidien generoimiseenJani Aaltonen

Liidejä myynnille nykyajan keinot 3+1 asiaa, joka kannattaa ottaa huomioonJani Aaltonen

Eväitä ulkoiseen ja sisäiseen viestintään moniheli 23.3..2010guest28678a

Sähköpostimarkkinointi joka epäonnistui - katso mitä ei kannata tehdä,Jani Aaltonen

Digitalisaation rooli palvelutuotannossaJoni Salminen

Ministerit ja ministeriöt TwitterissäHarto Pönkä

How to build a great landing pageJoni Salminen

Pienyrityksen markkinointi ja sosiaalinen mediaGrapevine Media Oy

Facebook-mainonnan koulutus (2016)Joni Salminen

Viewers also liked (9)

5 keinoa kuinka voit käyttää linked iniä liidien generoimiseen

Liidejä myynnille nykyajan keinot 3+1 asiaa, joka kannattaa ottaa huomioon

Eväitä ulkoiseen ja sisäiseen viestintään moniheli 23.3..2010

Sähköpostimarkkinointi joka epäonnistui - katso mitä ei kannata tehdä,

Digitalisaation rooli palvelutuotannossa

Ministerit ja ministeriöt Twitterissä

How to build a great landing page

Pienyrityksen markkinointi ja sosiaalinen media

Facebook-mainonnan koulutus (2016)

Similar to Palvelujen markkinointi: luento 3 - Pekka Mattila

Kotler framework 5e_11_spptNate Wildes

Ch05 sm3.pptssuserf57abe

Kotler mm 14e_13_ipptBeulah Heights University

Kotler mm 14e 13 ipptEhab Yousry

consumer behaviour in service encounterDipak Mer

Designing and Managing Service Processes.pptRamaYarlagadda1

Getting Ready for Contract MgmtBusiness Services Support Limited

Managing customers and employees in a service organizationtimopern

9780273776239_pp01.pptxJohn Lay

heizer_om10_ch01.pptMuhammadAmanAzam

Aberdeen Group presentation at Spare parts 2013Copperberg

Heizer om10 ch01mkirtapm

Application of servqual model in customer service of mobile operatorsAlexander Decker

Services marketingJags Jagdish

11.application of servqual model in customer service of mobile operatorsAlexander Decker

Internet Inside Organizations From Controlling To EmpoweringMazen AlDarrab

Thriving as an Independent Practiceathenahealth

Lovelock01khurram shahzad Niazi

First Contact Resolution - The Performance Driver!HDI Orange County

Similar to Palvelujen markkinointi: luento 3 - Pekka Mattila (20)

Kotler framework 5e_11_sppt

Ch05 sm3.ppt

Kotler mm 14e_13_ippt

Kotler mm 14e 13 ippt

consumer behaviour in service encounter

Designing and Managing Service Processes.ppt

Getting Ready for Contract Mgmt

Managing customers and employees in a service organization

9780273776239_pp01.pptx

heizer_om10_ch01.ppt

Aberdeen Group presentation at Spare parts 2013

Heizer om10 ch01

Application of servqual model in customer service of mobile operators

Services marketing

11.application of servqual model in customer service of mobile operators

Internet Inside Organizations From Controlling To Empowering

Thriving as an Independent Practice

Lovelock01

First Contact Resolution - The Performance Driver!

Recently uploaded

Basic Civil Engineering first year Notes- Chapter 4 Building.pptxDenish Jangid

Wellbeing inclusion and digital dystopias.pptxJisc

On National Teacher Day, meet the 2024-25 Kenan FellowsMebane Rash

ICT role in 21st century education and it's challenges.MaryamAhmad92

Making communications land - Are they received and understood as intended? we...Association for Project Management

Towards a code of practice for AI in AT.pptxJisc

How to Manage Global Discount in Odoo 17 POSCeline George

Food safety_Challenges food safety laboratories_.pdfSherif Taha

How to setup Pycharm environment for Odoo 17.pptxCeline George

Salient Features of India constitution especially power and functionsKarakKing

Graduate Outcomes Presentation Slides - Englishneillewis46

How to Give a Domain for a Field in Odoo 17Celine George

Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...ZurliaSoop

Spellings Wk 3 English CAPS CARES Please PractiseAnaAcapella

Kodo Millet PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...pradhanghanshyam7136

Introduction to Nonprofit Accounting: The BasicsTechSoup

Sociology 101 Demonstration of Learning Exhibitjbellavia9

General Principles of Intellectual Property: Concepts of Intellectual Proper...Poonam Aher Patil

Understanding Accommodations and ModificationsMJDuyan

Key note speaker Neum_Admir Softic_ENG.pdfAdmir Softic

Recently uploaded (20)

Basic Civil Engineering first year Notes- Chapter 4 Building.pptx

Wellbeing inclusion and digital dystopias.pptx

On National Teacher Day, meet the 2024-25 Kenan Fellows

ICT role in 21st century education and it's challenges.

Making communications land - Are they received and understood as intended? we...

Towards a code of practice for AI in AT.pptx

How to Manage Global Discount in Odoo 17 POS

Food safety_Challenges food safety laboratories_.pdf

How to setup Pycharm environment for Odoo 17.pptx

Salient Features of India constitution especially power and functions

Graduate Outcomes Presentation Slides - English

How to Give a Domain for a Field in Odoo 17

Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...

Spellings Wk 3 English CAPS CARES Please Practise

Kodo Millet PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...

Introduction to Nonprofit Accounting: The Basics

Sociology 101 Demonstration of Learning Exhibit

General Principles of Intellectual Property: Concepts of Intellectual Proper...

Understanding Accommodations and Modifications

Key note speaker Neum_Admir Softic_ENG.pdf

Palvelujen markkinointi: luento 3 - Pekka Mattila

1. Palvelujen markkinointi Luento 3: Palveluiden markkinointiviestintä, servicerecovery, henkilöstön rooli Vieraileva professori Pekka Mattila 17.1.2011

2. Marketingcommunications 17.1.2011

4. Management of customer expectations

5. Customer education

6. Internal marketing communications17.1.2011 3 Mattila & Laukkanen

7. EmployeesinServiceDelivery 17.1.2011

9. Emotional labor

10. Search and selection – and retainment

11. Coach and train

12. Measure

13. Track and reward

14. Provide support systems17.1.2011 5 Mattila & Laukkanen

15. Service triangle Mattila & Laukkanen 17.1.2011 6

16. An examplefrom B2B Mattila & Laukkanen 17.1.2011 7

17. ServiceRecovery 17.1.2011

18.

19. Service failure and recovery 17.1.2011 10 Mattila & Laukkanen

20.

21. Recovery strategies

22. Completely satisfied: immediately (51%) vs. within 24 hours (55%)

23. Learning from feedback

24. Learning from lost customers17.1.2011 11 Mattila & Laukkanen

25.

26. Voicers

27. Irates

28. Activists17.1.2011 12 Mattila & Laukkanen

29. Case Lehtovaara 2. Ravintola Lehtovaara - Menut 2. marraskuu 2010 ...Ravintola Lehtovaara, Helsinki, Gourmet-ravintolat ... 3. Ravintola Lehtovaara vaatii 80 000 euron korvauksia ... 27. kesäkuu 2005 ... 27.6.2005 klo 12:31 - Helsinkiläisen Lehtovaaran omistaja vaatii Effi ry:n perustajajäseneltä Herkko Hietaselta noin 80 000 euron korvauksia ...www.digitoday.fi/viihde/2005/.../ravintola-lehtovaara.../66 - Välimuistissa 5. Ravintola Lehtovaara - DVD PlazaForums 20 viestiä - 16 tekijät - Viimeisin viesti: 30. kesäkuu 2005 Ravintola Lehtovaara, Helsinki OliskohanLEhtovaaran kannattanut pahoitellla ja tarjoata vaikkapa hyvityksesi jotain. ...www.dvdplaza.fi › ... › Muuta › Ruoka & Juoma - Välimuistissa - Samankaltaisia 7. Visa Kopu » Ravintola Lehtovaara vaatii reklamaation lähettäjältä ... 26. kesäkuu 2005 ...Theyaredemanding me to takedown my letterthat is criticizingRavintola Lehtovaara. I guess the factthat my letter is second in a Google ...www.visakopu.net/.../ravintola-lehtovaara-vaatii-reklamaation-lahettajalta- korvauksia/ - Välimuistissa - Samankaltaisia 17.1.2011 13 Mattila & Laukkanen

30.

31. Procedural fairness

32. Interactional fairness17.1.2011 14 Mattila & Laukkanen

33.

34. 45% complain to a frontline employee

35. 50% encounter the problem but do not complain17.1.2011 15 Mattila & Laukkanen

36.

37. Service recovery paradox (Wikipedia 1/2011) 17.1.2011 17 Mattila & Laukkanen

38.

39. Service guarantees17.1.2011 18 Mattila & Laukkanen

40. MultipleMasters 17.1.2011

41.

42. Fewer quality control mechanisms compared to manufacturing

43. Demands both from customers and management

44. Service climate created when human resource practices are consistent in emphasizing service quality initiatives17.1.2011 20 Mattila & Laukkanen

45.

46. Discrepancies between perceived demands from customers and perceptions of what management rewards

47. Customers have great deal of immediate influence over employees while management influence is legitimate but remote (Rafaeli 1989)17.1.2011 21 Mattila & Laukkanen

48.

49.

50. Lower job satisfaction

51. Attrition

52. Absenteeism17.1.2011 23 Mattila & Laukkanen

53.

54. Identify behaviors employees believe customers want them to perform

55. Set up ways to reward employees for engaging in those behaviors

56. Research suggests that what employees say about customers is valid (Schneider & Alii 2000)17.1.2011 24 Mattila & Laukkanen

57. Jatkuu… Luento 3: Palveluiden markkinointiviestintä, servicerecovery, henkilöstön rooli Vieraileva professori Pekka Mattila 17.1.2011

Palvelujen markkinointi: luento 3 - Pekka Mattila

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (9)

Similar to Palvelujen markkinointi: luento 3 - Pekka Mattila

Similar to Palvelujen markkinointi: luento 3 - Pekka Mattila (20)

Recently uploaded

Recently uploaded (20)

Palvelujen markkinointi: luento 3 - Pekka Mattila