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Chapter 13 Visual Edition

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Luis Joson

Services are defined as intangible and are everywhere. They have different mixes and vary in many ways. Services have four key characteristics. Services need holistic marketing, should meet and exceed expectations, involve best practices, and take care of the customer. Services are also considered brands.

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DESIGNING AND MANAGING SERVICES Luis Enrique Joson January 5, 2010 Top 10 Concepts Visual Edition
Outline: Services… ,[object Object],[object Object],[object Object],[object Object],[object Object]
Outline: Services… ,[object Object],[object Object],[object Object],[object Object],[object Object]
Services.. Are Defined As… SERVE (Services) Intangi BALL
Services.. Are Everywhere! SERVE Intangi BALL Different Sectors
Services.. Have Different Mixes SERVE Intangi BALL Different Sectors Minor or Major Part of the Pie
Services.. Vary In Many Ways SERVE Intangi BALL Vary (StrawBERRY) Different Sectors Minor or Major Part of the Pie
Services.. Have Distinct Characteristics SERVE Intangi BALL Vary (StrawBERRY) Distinct (THINK) Different Sectors Minor or Major Part of the Pie
Services.. Need Holistic Marketing SERVE Intangi BALL Distinct (THINK) Hole-stick (Holistic) MARKeting Vary (StrawBERRY) Different Sectors Minor or Major Part of the Pie
Services.. Should Meet And Exceed SERVE Intangi BALL Distinct (THINK) Hole-stick (Holistic) MARKeting Vary (StrawBERRY) Different Sectors Quality (CALL-ity) Meet (MEAT) Exceed! Minor or Major Part of the Pie
Services.. Should Use Best Practices SERVE Intangi BALL Distinct (THINK) Hole-stick (Holistic) MARKeting Vary (StrawBERRY) Different Sectors Quality (CALL-ity) Meet (MEAT) Exceed! Best Practices (TRUCK) MAN-agement and Customer Care Minor or Major Part of the Pie
Services.. Are Brands Too! SERVE Intangi BALL Distinct (THINK) Hole-stick (Holistic) MARKeting Vary (StrawBERRY) Different Sectors Quality (CALL-ity) Meet (MEAT) Exceed! Best Practices (TRUCK) MAN-agement and Customer Care brAND Minor or Major Part of the Pie
Services.. Design and Market Services Through Quality And Branding SERVE (Services) Intangi BALL Holistic Marketing
Summary: Services… ,[object Object],[object Object],[object Object],[object Object],[object Object]
Summary: Services… ,[object Object],[object Object],[object Object],[object Object],[object Object]
DESIGNING AND MANAGING SERVICES Luis Enrique Joson January 5, 2010 Top 10 Concepts Visual Edition

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Chapter 13 Visual Edition

  • 1. DESIGNING AND MANAGING SERVICES Luis Enrique Joson January 5, 2010 Top 10 Concepts Visual Edition
  • 2.
  • 3.
  • 4. Services.. Are Defined As… SERVE (Services) Intangi BALL
  • 5. Services.. Are Everywhere! SERVE Intangi BALL Different Sectors
  • 6. Services.. Have Different Mixes SERVE Intangi BALL Different Sectors Minor or Major Part of the Pie
  • 7. Services.. Vary In Many Ways SERVE Intangi BALL Vary (StrawBERRY) Different Sectors Minor or Major Part of the Pie
  • 8. Services.. Have Distinct Characteristics SERVE Intangi BALL Vary (StrawBERRY) Distinct (THINK) Different Sectors Minor or Major Part of the Pie
  • 9. Services.. Need Holistic Marketing SERVE Intangi BALL Distinct (THINK) Hole-stick (Holistic) MARKeting Vary (StrawBERRY) Different Sectors Minor or Major Part of the Pie
  • 10. Services.. Should Meet And Exceed SERVE Intangi BALL Distinct (THINK) Hole-stick (Holistic) MARKeting Vary (StrawBERRY) Different Sectors Quality (CALL-ity) Meet (MEAT) Exceed! Minor or Major Part of the Pie
  • 11. Services.. Should Use Best Practices SERVE Intangi BALL Distinct (THINK) Hole-stick (Holistic) MARKeting Vary (StrawBERRY) Different Sectors Quality (CALL-ity) Meet (MEAT) Exceed! Best Practices (TRUCK) MAN-agement and Customer Care Minor or Major Part of the Pie
  • 12. Services.. Are Brands Too! SERVE Intangi BALL Distinct (THINK) Hole-stick (Holistic) MARKeting Vary (StrawBERRY) Different Sectors Quality (CALL-ity) Meet (MEAT) Exceed! Best Practices (TRUCK) MAN-agement and Customer Care brAND Minor or Major Part of the Pie
  • 13. Services.. Design and Market Services Through Quality And Branding SERVE (Services) Intangi BALL Holistic Marketing
  • 14.
  • 15.
  • 16. DESIGNING AND MANAGING SERVICES Luis Enrique Joson January 5, 2010 Top 10 Concepts Visual Edition