Chapter 13. designing&managing services.macapinlac
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This document summarizes 10 key concepts for designing and managing services: 1) Intangibility, 2) Inseparability, 3) Variability, 4) Perishability, 5) Improving Service Quality, 6) Simplifying Service Encounters, 7) Holistic Marketing, 8) Customer Expectations, 9) Best Practices of Service-Quality Management, and 10) Customers play a crucial role in evaluating services. For each concept, it provides examples from Kotler as well as local and medical examples. It concludes that understanding customers is important for designing effective services.
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This document outlines 10 concepts for designing and managing services: intangibility, inseparability, variability, perishability, improving service quality, simplifying service encounters, holistic marketing, customer expectations, and best practices of service-quality management. Local examples and medical applications are discussed for each concept. Customers play a crucial role in evaluating services through their overall experiences.
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1. Describe the organisation of respiratory center
2. Describe the nervous control of inspiration and respiratory rhythm
3. Describe the functions of the dorsal and respiratory groups of neurons
4. Describe the influences of the Pneumotaxic and Apneustic centers
5. Explain the role of Hering-Breur inflation reflex in regulation of inspiration
6. Explain the role of central chemoreceptors in regulation of respiration
7. Explain the role of peripheral chemoreceptors in regulation of respiration
8. Explain the regulation of respiration during exercise
9. Integrate the respiratory regulatory mechanisms
10. Describe the Cheyne-Stokes breathing
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1. Chapter 42, Guyton and Hall Textbook of Medical Physiology, 14th edition
2. Chapter 36, Ganong’s Review of Medical Physiology, 26th edition
3. Chapter 13, Human Physiology by Lauralee Sherwood, 9th edition
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Editor's Notes
- Service Industries are everywhere. Government, private.. A service is any act or performance one party can offer to another that is essentially intangible and does not result in the ownership of anything.
- Using internet to provide services to their customers.
- Four distinct characteristics of SERVICES: Intangibility; Transformation of intangible services into concrete benefits and a well-defined experience. Inseparability; Variability; Perishability
- Four distinct characteristics of SERVICES: Intangibility; Inseparability; Services are typically produced and consumed simultaneously. Variability; Perishability
- Four distinct characteristics of SERVICES: Intangibility; Inseparability; Variability; The quality of services; Wells Fargo invest in good hiring and training procedures; PS- training; ASMPH- provides training to future doctors, good bedside manners Perishability
- Four distinct characteristics of SERVICES: Intangibility; Inseparability; Variability; Perishability; Services cannot be stored, thus perishability is a problem when demand fluctuates.. Right services at the right customers at the right time, right prices to maximize profitability. Doctor’s service value/availability
- TMC accreditation by the Joint Commission International Accreditation (JCIA)
- One solution to causes of failures for customer service
- ABS-CBN News and Current Affairs, Globe Telecom
- Has a role in service-quality perceptions Ritz-Carlton Hotels
- Rackspace Honda Cars Makati