Distributing Services Through Physical and Electronic Channels

2. OAM-105 SERVICE MARKETING SUBMITTED To- Prof. M.C.Rashid Khan Submitted by- MUkesh(B-08-24)

7. Information and Physical Processes of Augmented Service Product Exceptions Billing Payment Information processes Information Consultation Safekeeping Physical processes Order- taking Core Hospitality

8. Using Websites for Service Delivery Safekeeping Track package movements Check repair status Consultation Conduct e-mail dialog Use expert systems Order-taking Make/confirm reservations Submit applications Order goods, check status Hospitality Record preferences Billing Receive bill Make auction bid Check account status Exceptions Make special requests Resolve problems Payment Pay by bank card Direct debit Core

9. Six Options for Service Delivery Customer goes to service organization Service organization comes to customer Customer and service organization transact remotely (mail or electronic communications) Theater Barbershop Bus service Fast-food chain House painting Mobile car wash Credit card company Local TV station Mail delivery Broadcast network Telephone company Type of Interaction between Customer and Service Organization Single Site Multiple Sites