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What is SERVICE?     • any act or performance one       party can offer to another     • Intangible     • does not result ...
5 Distinctions of Services                                                  May requireEquipment or people-based          ...
4 Characteristics of ServicesIntangibility- Cannot be seen, smelled, heard, touched, tasted   Inseparability              ...
10 Recommendations to Improve Service Quality                          Recovery   Be fair                                 ...
10 Recommendations to Improve Service Quality                                                Service Design               ...
4 Ways to PREVENT Service FAILURES                      Right         Re-Design                   TechnologyCustomers Help...
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MARKMA Chapter 13 Visual Model (FINAL)

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  • Equipment or people-based Can be delivered
  • MARKMA Chapter 13 Visual Model (FINAL)

    1. 1. ph.linkedin.com/in/akeeldalisay
    2. 2. 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
    3. 3. 5 Distinctions of Services May requireEquipment or people-based client’s presence Delivery processesMeet personal needs Varying objectives ph.linkedin.com/in/akeeldalisay
    4. 4. 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
    5. 5. 10 Recommendations to Improve Service Quality Recovery Be fair Research Surprise clients! Servant Leadership ph.linkedin.com/in/akeeldalisay
    6. 6. 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
    7. 7. 4 Ways to PREVENT Service FAILURES Right Re-Design TechnologyCustomers Help Customers Enhance customers’ role ph.linkedin.com/in/akeeldalisay
    8. 8. ph.linkedin.com/in/akeeldalisay

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