The document discusses three frameworks for understanding the customer's service experience: the services marketing mix, servuction framework, and services theater framework. The services marketing mix adds three Ps - participants, physical evidence, and process. The servuction framework examines the visible and invisible elements of service delivery. The services theater framework views service workers as actors, customers as the audience, and the environment as the setting for the service performance. The document argues that the services theater framework is an intuitive way to understand service experiences.
This slideshow talks about service delivery, role of employees and customers in service delivery, service blueprint, physical evidence, pricing of services, methods of service promotion etc
The Municipal Reference Model provides the Business Architecture for Government, based on an outside-in, citizen-centred view, in which the business of government is defined by the programs and services that it provides to citizens.
This slideshow talks about service delivery, role of employees and customers in service delivery, service blueprint, physical evidence, pricing of services, methods of service promotion etc
The Municipal Reference Model provides the Business Architecture for Government, based on an outside-in, citizen-centred view, in which the business of government is defined by the programs and services that it provides to citizens.
It defines the relations, promises and marketing efforts between the three key stakeholders in services marketing - companies, providers (employees), and customers. Internal marketing is done between company and providers, external marketing is performed between companies and customers, and interactive marketing takes place between customers and providers.Marketing service triangle plays a very important role in service industries.
This is about using user experiences at points of interaction –touchpoints- to understand how to achieve better outcomes from:
> Services to customers, patients, community groups;
> Roles (either job or team/group) carried out;
> Employee competence within a role;
> Employee well-being: Health & safety, and satisfaction.
While these are widely different areas, we can improve the way organisations perform and provide services to users through the use of Touchpoint Value Mapping.
Objective- Design-Develop a -Service Blueprint- for a firm-business of.pdfAugstore
Objective: Design/Develop a "Service Blueprint" for a firm/business of your choice. Pick either
some brand/organization of your preference for structuring your service blueprint along those
lines, or feel free to create something innovative as a service-based organizational offering to the
market and generate your blueprint accordingly. Your development procedure must encompass
the functions/roles of the each of the following Service Blueprint components: - physical
evidence (as available to the customer above each point of contact) - customer actions - onstage
contact employee actions - backstage contact employee actions - support processes (in the
business to facilitate service delivery) - line of interaction (explaining contacts between
organization and customer) - line of visibility (explaining contact between onstage and backstage
employees) - line of internal interaction (explaining contacts between backstage employees and
service support processes and activities) * your Submission (preferably as: word doc or ppt file
or excel file) should be in the form of the "Service Blueprint diagram" developed by you based
on the above components built into it. Elements of any typical Services Setting/Framework -
Core Service - the structure and content of the service [qualified personnel, capacity management
and inventory handling variables, balancing incurred costs and pricing issues, service-branding
and associated products, logistical aspects for location-bases and sitedeliverables, service-
promotions] - Employee-Service - the manner in which employees deliver the service [personnel
training/grooming skills; "moment of truth"] - Servicescape - the environment (physical and
online) wherein the service is being rendered [facilities, amenities, aesthetics, displays, comfort,
cleanliness, settings, layouts, features, access.....] - Services - inseparable from service-provider -
both unite integrally to deliver "Value" (perceived benefits for price paid) to customer. - Services
components important-tendency to affect the expectations, cognitive, behavioral, emotional,
psychological responses and satisfaction levels of customer toward the
service/brand/organization. Attributes/Determinants measuring Service Quality - Reliability -
server's knowledge, skill, and ability to perform service dependably/accurately - Responsiveness
- service-provider's willingness to serve and assist - Assurance - server's training in building
rapport and courtesy exhibited to customers, and server's ability to generate/maintain trust and
confidence from the market - Empathy-server's ability to attend to and care for customers, and
identify with their needs/requirements - Tangibles - products and physical elements associated
with the respective service being rendered, and their position in the service delivery environment
Service Mapping/Blueprinting A tool for simultaneously depicting the service process, the points
of customer contact, and the evidence of service from t.
It defines the relations, promises and marketing efforts between the three key stakeholders in services marketing - companies, providers (employees), and customers. Internal marketing is done between company and providers, external marketing is performed between companies and customers, and interactive marketing takes place between customers and providers.Marketing service triangle plays a very important role in service industries.
This is about using user experiences at points of interaction –touchpoints- to understand how to achieve better outcomes from:
> Services to customers, patients, community groups;
> Roles (either job or team/group) carried out;
> Employee competence within a role;
> Employee well-being: Health & safety, and satisfaction.
While these are widely different areas, we can improve the way organisations perform and provide services to users through the use of Touchpoint Value Mapping.
Objective- Design-Develop a -Service Blueprint- for a firm-business of.pdfAugstore
Objective: Design/Develop a "Service Blueprint" for a firm/business of your choice. Pick either
some brand/organization of your preference for structuring your service blueprint along those
lines, or feel free to create something innovative as a service-based organizational offering to the
market and generate your blueprint accordingly. Your development procedure must encompass
the functions/roles of the each of the following Service Blueprint components: - physical
evidence (as available to the customer above each point of contact) - customer actions - onstage
contact employee actions - backstage contact employee actions - support processes (in the
business to facilitate service delivery) - line of interaction (explaining contacts between
organization and customer) - line of visibility (explaining contact between onstage and backstage
employees) - line of internal interaction (explaining contacts between backstage employees and
service support processes and activities) * your Submission (preferably as: word doc or ppt file
or excel file) should be in the form of the "Service Blueprint diagram" developed by you based
on the above components built into it. Elements of any typical Services Setting/Framework -
Core Service - the structure and content of the service [qualified personnel, capacity management
and inventory handling variables, balancing incurred costs and pricing issues, service-branding
and associated products, logistical aspects for location-bases and sitedeliverables, service-
promotions] - Employee-Service - the manner in which employees deliver the service [personnel
training/grooming skills; "moment of truth"] - Servicescape - the environment (physical and
online) wherein the service is being rendered [facilities, amenities, aesthetics, displays, comfort,
cleanliness, settings, layouts, features, access.....] - Services - inseparable from service-provider -
both unite integrally to deliver "Value" (perceived benefits for price paid) to customer. - Services
components important-tendency to affect the expectations, cognitive, behavioral, emotional,
psychological responses and satisfaction levels of customer toward the
service/brand/organization. Attributes/Determinants measuring Service Quality - Reliability -
server's knowledge, skill, and ability to perform service dependably/accurately - Responsiveness
- service-provider's willingness to serve and assist - Assurance - server's training in building
rapport and courtesy exhibited to customers, and server's ability to generate/maintain trust and
confidence from the market - Empathy-server's ability to attend to and care for customers, and
identify with their needs/requirements - Tangibles - products and physical elements associated
with the respective service being rendered, and their position in the service delivery environment
Service Mapping/Blueprinting A tool for simultaneously depicting the service process, the points
of customer contact, and the evidence of service from t.
This document introduces to the generic and continuous concept of servicialisation which deals with reliable, efficient and paying service provision. It contains explanations and illustrations about
- the servicescape model with its main roles
- the three management areas of business, service and system
- the service providing model with its strategies, layers and chains
- the service trilemma
- the role of the service consumer
s. whitepapers and further documents in German
- Konzeptpapier 'Servicialisierung - Service-Erbringung & Methodik'
https://www.slideshare.net/PaulGHz/konzeptpapier-servicialisierung-serviceerbringung-und-methodik-v060300pdf
- Strukturmatrix 01 'Servicialisierung & Methoden'
https://www.slideshare.net/PaulGHz/strukturmatrix-01-servicialisierung-methoden-v060100pdf
s. Konzeptpapiere
- Servuktionsmodell - Servuktionsumgebung & Hauptrollen
https://www.slideshare.net/PaulGHz/konzeptpapier-servuktionsmodell-servuktionsumgebung-und-hauptrollen-v060200pdf
- Service-Konsument - Wertschöpfer & Umsatzbringer
https://www.slideshare.net/PaulGHz/konzeptpapier-servicekonsument-wertschpfer-umsatzbringer-v060300pdf
- Service-Transaktion - Auslöser & Ablauf
https://www.slideshae.net/PaulGHz/konzeptpapier-servicetransaktion-auslser-ablauf-v060100pdf
- Service-Triathlon - Auslöser & Adressaten
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetriathlon-auslser-adressaten-v060100pdf
- Service-Trilemma - Dimensionen & Beteiligte
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetrilemma-dimensionen-beteiligte-v060100pdf
- Service Provider - Service-Trilemma & Geschäftsmodell
https://www.slideshare.net/PaulGHz/konzeptpapier-service-provider-servicetrilemma-geschftsmodell-v060200pdf
- Service-Definition - Herleitung & Anwendung
https://www.slideshare.net/PaulGHz/konzeptpapier-servicedefinition-herleitung-und-anwendung-v060200pdf
s. Diskussionspapier 'Workshop 'Service-Definition''
https://www.slideshare.net/PaulGHz/diskussionspapier-workshop-servicedefinition-v090000
s. Glossar Service-Terminologie
https://www.slideshare.net/PaulGHz/servicialisierung-glossar-serviceterminologie-v070000
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Premium MEAN Stack Development Solutions for Modern Businesses
4362ch2 Sp10
1. Chap 2: Frameworks for Managing the Customer’s Experience Objectives To examine the key components of the service experience To describe three different frameworks that capture the customer’s service experience: Services marketing mix Servuction framework Services theater framework To provide an in-depth illustration of service as theater To discuss the emotional aspect of the service experience
2. Components of theService Experience 1. Service workers – Those who interact with customers, and those who contribute to the service delivery out of the customers' sight. 2. Service setting – The environment in which the service is provided to the customer and areas of the organization to which the customer normally has little access.
3. Components of theService Experience (cont’d) Service customers – The persons receiving the service (e.g., the diner or the depositor) and others who share the service setting with them. Service process – The sequence of activities necessary to deliver the service.
4. Framing the Service Experience Service frameworks perform several important functions: Aid comprehension of service experiences by describing their components. Make communicating about diverse services much easier since a framework may include components that are applicable to them all.
5. Framing the ServiceExperience (cont’d) The Services Marketing Mix The Servuction Framework The Services Theater Framework
6. The ServicesMarketing Mix Framework Adds three new Ps to the four Ps of the traditional marketing mix: Participants are all people, whether customers and workers, who are involved in the service production. Physical evidence means the service environment and other tangible aspects of the service that facilitate or communicate the nature of the service. Process of service assembly refers to the procedures and flow of activities that contribute to the delivery of the service.
7. The Servuction Framework The service’s invisible organization and system Aspects contributing to the service production beyond the customers’ view. The visible elements include: The inanimate environment (the physical setting in which the service is performed) The contact personnel (the employees who directly interact with the customer to provide the service) Customer A (the customer receiving the service) and customer B (others who may be present in the visible area)
8. The Servuction Framework (cont’d) The bundle of service benefits a customer receives grows out of the interaction with the contact personnel (e.g., their courtesy and competence) and the inanimate service environment (e.g., its comfort and decor).
10. The Services Theater Framework Actors (service workers) are those who work together to create the service for an audience (customers). Setting (service environment) is where the action or service performance unfolds. Performance is the dynamic result of the interaction of the actors, audience, and setting.
11. The Services TheaterFramework (cont’d) The frontstage actions that service actors perform for the customers usually rely on significant support from the backstage. Much of the planning and execution of the service experience occurs backstage, away from the audience’s inspection.
14. Raising the Curtainon Services Theater Why will the Services Theater Framework be used throughout this textbook? It’s easy to use. Most people will intuitively understand it. It employs simple and fun concepts. Subway example
15. The Emotional Side of Services Realization that services involve people as customers and/or employees People interact with each other People are affected by their surroundings The service experience can be positive or negative based on emotions displayed or evoked during the encounter
16. Supplemental Slides Marketing of Services (implications of category characteristics: tangible act, intangible act, the recipient, the setting, the actor) Chapter Web Sites
17. Marketing of Services Category characteristics of services The act and the recipient of the act The setting of the interaction The actor
18. Marketing of Services (cont’d) Category characteristics present managerial implications as situations to be addressed with the marketing mix. Tangible act – The outcome is tangible, direct contact with the recipient of the act. Therefore: For the customer: Outcome is evidence of service performance; process may be hidden if the recipient is a “thing,” and completely visible if the recipient is the “person.” For the marketer: Managing customer interaction is more critical when the recipient is the “person.”
19. Marketing of Services (cont’d) Category characteristics present managerial implications as situations to be addressed with the marketing mix. Intangible act – The outcome is intangible, direct or indirect contact with the recipient of the act. Therefore, For the customer: Outcome is hard to see and evidence of service performance may be in the process itself. For the marketer: Opportunities to demonstrate service performance may include many elements of the process and not just the outcome of the service performance.
20. Marketing of Services (cont’d) Category characteristics present managerial implications as situations to be addressed with the marketing mix. The recipient – Can be a person or a thing; and can be shared with other customers. Therefore: For the customer: The service performance might require direct or indirect interaction; or, the service experience could be affected by other customers. For the marketer: The service performance can be dependent on recipient behavior.
21. Marketing of Services (cont’d) Category characteristics present managerial implications as situations to be addressed with the marketing mix. The setting – Can be face-to-face or via technology (e.g., cyberspace). Therefore: For the customer: Some interactions require going to the service factory while others may be conducted from anywhere, such as home, office, etc. For the marketer: Service delivery and setting have to be configured to meet customer preferences.
22. Marketing of Services (cont’d) Category characteristics present managerial implications as situations to be addressed with the marketing mix. The actor – The service performance may be conducted by people, equipment, or a people-equipment combination. Therefore: For the customer: Product needs to be available and produced when needed. For the marketer: Supply must match demand, otherwise (revenue) opportunity to produce is lost; the task is to manage rather than to build demand.