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Top 10 Concepts for Designing and Managing Services

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michellelibuit0821

This document outlines 10 key concepts for designing and managing services: 1) how services are distinguished, 2) how services are evaluated, 3) the distinctive characteristics of services, 4) categories of service mixes, 5) marketing strategies for services, 6) how to market services, 7) determinants of service quality, 8) managing service quality, 9) best practices for service quality management, and 10) customer interface systems. Examples are provided for each concept.

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DESIGNING AND MANAGING SERVICES Michelle O. Libuit February 2010 Top 10 Concepts Chelsea C Human Biscuits Dora
Outline ,[object Object],[object Object],[object Object],[object Object],[object Object]
Outline ,[object Object],[object Object],[object Object],[object Object],[object Object]
1. Services Distinguished Distinction of service offerings. ,[object Object],[object Object]
[object Object],[object Object],[object Object],1 . Services Distinguished
[object Object],[object Object],Customer’s gauge for service quality.
2. Evaluating Service ,[object Object]
[object Object],[object Object]
Intangibility Inseparability Perish ability Variability Greatly affect the design of marketing program. ,[object Object]
[object Object],[object Object],[object Object],[object Object]
4. Categories of Service Mix Tangible good Tangible good with accompanying service Major service with accompanying minor service Hybrid Service-value offerings. Pure Service
5. Analysis, Formulation and Implementation of Strategies ,[object Object],[object Object],Best Utility Pole. ,[object Object],[object Object],[object Object],[object Object]
5. Analysis, Formulation and Implementation of Strategies ,[object Object],[object Object],[object Object]
6. Hollistic Marketing for Services External Marketing Internal Marketing Interactive Marketing Employees Customers Customers remain loyal. Chelsea
6. Holistic Marketing for Services ,[object Object],[object Object],[object Object]
7. Determinants of Service Quality Service dimension would be deemed satisfactory. ,[object Object],[object Object],[object Object]
7. Determinants of Service Quality ,[object Object],[object Object]
7. Determinants of Service Quality ,[object Object],[object Object],[object Object]
8. Managing Service Delivering a high service quality. ,[object Object],[object Object]
8. Managing Service ,[object Object],[object Object],[object Object]
9. Best Practices of Service-Quality Management ,[object Object],[object Object],[object Object],[object Object]
9. Best Practices of Service-Quality Management ,[object Object],[object Object],[object Object]
10. Customer Interface System ,[object Object],[object Object],[object Object],[object Object]
10. Customer Interface System ,[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]
DESIGNING AND MANAGING SERVICES Michelle O. Libuit February 2010 Top 10 Concepts Chelsea C Human Biscuits Dora

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Top 10 Concepts for Designing and Managing Services

  • 1. DESIGNING AND MANAGING SERVICES Michelle O. Libuit February 2010 Top 10 Concepts Chelsea C Human Biscuits Dora
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  • 11. 4. Categories of Service Mix Tangible good Tangible good with accompanying service Major service with accompanying minor service Hybrid Service-value offerings. Pure Service
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  • 14. 6. Hollistic Marketing for Services External Marketing Internal Marketing Interactive Marketing Employees Customers Customers remain loyal. Chelsea
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  • 27. DESIGNING AND MANAGING SERVICES Michelle O. Libuit February 2010 Top 10 Concepts Chelsea C Human Biscuits Dora