SlideShare a Scribd company logo

D:\Agsb Subjects\Markma\My 10 Concepts

•Download as PPT, PDF•
•
M
michellelbuit0821
1 of 27
DESIGNING AND MANAGING SERVICES Michelle O. Libuit Chelsea Shipping Corp. February 2010 Top 10 Concepts
Outline ,[object Object],[object Object],[object Object],[object Object],[object Object]
Outline ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],Distinction of service offerings.
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],Customer’s gauge for service quality.
[object Object],[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]
[object Object],Tangible good Tangible good with accompanying service Major service with accompanying minor service Hybrid Service-value offerings. Pure Service
[object Object],[object Object],[object Object],Best Utility Pole. ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],External Marketing Internal Marketing Interactive Marketing Employees Customers Customers remain loyal. Chelsea
[object Object],[object Object],[object Object],[object Object]
[object Object],Service dimension would be deemed satisfactory. ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],Delivering a high service quality. ,[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[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 Chelsea Shipping Corp. February 2010 Top 10 Concepts

Recommended

D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Concepts
michellelibuit0821
 
D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Conceptsmichellelibuit0821
 
Service gaps
Service gapsService gaps
Service gapsbaadka
 
gap model of service quality
gap model of service qualitygap model of service quality
gap model of service quality
VenkatasaiMalla
 
Retailers Delivery Gap
Retailers Delivery GapRetailers Delivery Gap
Retailers Delivery Gapzee_kid
 
Service delivery in tourism
Service delivery in tourismService delivery in tourism
Service delivery in tourism
INDIAN INSTITUTE OF TOURISM AND TRAVEL MANAGEMENT
 
ROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETING
ROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETINGROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETING
ROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETING
anonymous
 
Service quality
Service quality Service quality
Service quality
Anshika Mehrotra
 

Recommended

D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Concepts
michellelibuit0821
 
D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Conceptsmichellelibuit0821
 
Service gaps
Service gapsService gaps
Service gapsbaadka
 
gap model of service quality
gap model of service qualitygap model of service quality
gap model of service quality
VenkatasaiMalla
 
Retailers Delivery Gap
Retailers Delivery GapRetailers Delivery Gap
Retailers Delivery Gapzee_kid
 
Service delivery in tourism
Service delivery in tourismService delivery in tourism
Service delivery in tourism
INDIAN INSTITUTE OF TOURISM AND TRAVEL MANAGEMENT
 
ROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETING
ROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETINGROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETING
ROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETING
anonymous
 
Service quality
Service quality Service quality
Service quality
Anshika Mehrotra
 
Chap02 gaps model
Chap02 gaps modelChap02 gaps model
Chap02 gaps model
Anilkool87
 
3 p’s of service marketing
3 p’s of service marketing3 p’s of service marketing
3 p’s of service marketing
Junesh Acharya
 
Service-Loyalty models
Service-Loyalty modelsService-Loyalty models
Service-Loyalty modelsSteve Raybould
 
Gaps model of services iims
Gaps model of services iimsGaps model of services iims
Gaps model of services iims
Sudhir Thosare
 
Hospitality Services
Hospitality ServicesHospitality Services
Hospitality Servicesnooris79
 
Gap model service quality
Gap model service qualityGap model service quality
Gap model service qualityAamna Shakeel
 
People in service marketing
People in service marketingPeople in service marketing
People in service marketingPonmuthu S PONS
 
Integrated gaps model of service quality
Integrated gaps model of service qualityIntegrated gaps model of service quality
Integrated gaps model of service qualityAnkush Huddar
 
Chapter 12 Employees’ Roles in Service Delivery
Chapter 12 Employees’ Roles in Service DeliveryChapter 12 Employees’ Roles in Service Delivery
Chapter 12 Employees’ Roles in Service Delivery
Nina Yuniarsih
 
Chap 2 gap model
Chap 2 gap modelChap 2 gap model
Chap 2 gap model
IBA-JU
 
Gaps model
Gaps model Gaps model
Gaps model Prithvi Ghag
 
standard gap model
standard gap model standard gap model
standard gap modelHinamori Imah
 
CEM2: New approach for enhancing customer & employee experience and lean serv...
CEM2: New approach for enhancing customer & employee experience and lean serv...CEM2: New approach for enhancing customer & employee experience and lean serv...
CEM2: New approach for enhancing customer & employee experience and lean serv...
Mika Rytkönen
 
Gap model
Gap modelGap model
Gap modelDimple Singh
 
Customer expectations of service
Customer expectations of serviceCustomer expectations of service
Customer expectations of service
Nafiz Imtiaz
 
Service marketing With GAPS Model
Service marketing With GAPS ModelService marketing With GAPS Model
Service marketing With GAPS ModelDr. Gururaj Phatak
 
Ch 13 designing and managing services gonzaga
Ch 13 designing and managing services gonzagaCh 13 designing and managing services gonzaga
Ch 13 designing and managing services gonzaga
Carlos Gonzaga
 
Designing and Managing Services
Designing and Managing ServicesDesigning and Managing Services
Designing and Managing Services
Justine Andrea C. Paredes
 
Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13
jeunesse09
 
Brand launch
Brand launchBrand launch
Brand launchCarlos Gonzaga
 
CRM in the age of the Social Web
CRM in the age of the Social WebCRM in the age of the Social Web
CRM in the age of the Social Web
Mitch Lieberman
 
Teziv 1.3.1
Teziv 1.3.1Teziv 1.3.1
Teziv 1.3.1
cheenmoyprakash
 

More Related Content

What's hot

Chap02 gaps model
Chap02 gaps modelChap02 gaps model
Chap02 gaps model
Anilkool87
 
3 p’s of service marketing
3 p’s of service marketing3 p’s of service marketing
3 p’s of service marketing
Junesh Acharya
 
Service-Loyalty models
Service-Loyalty modelsService-Loyalty models
Service-Loyalty modelsSteve Raybould
 
Gaps model of services iims
Gaps model of services iimsGaps model of services iims
Gaps model of services iims
Sudhir Thosare
 
Hospitality Services
Hospitality ServicesHospitality Services
Hospitality Servicesnooris79
 
Gap model service quality
Gap model service qualityGap model service quality
Gap model service qualityAamna Shakeel
 
People in service marketing
People in service marketingPeople in service marketing
People in service marketingPonmuthu S PONS
 
Integrated gaps model of service quality
Integrated gaps model of service qualityIntegrated gaps model of service quality
Integrated gaps model of service qualityAnkush Huddar
 
Chapter 12 Employees’ Roles in Service Delivery
Chapter 12 Employees’ Roles in Service DeliveryChapter 12 Employees’ Roles in Service Delivery
Chapter 12 Employees’ Roles in Service Delivery
Nina Yuniarsih
 
Chap 2 gap model
Chap 2 gap modelChap 2 gap model
Chap 2 gap model
IBA-JU
 
CEM2: New approach for enhancing customer & employee experience and lean serv...
CEM2: New approach for enhancing customer & employee experience and lean serv...CEM2: New approach for enhancing customer & employee experience and lean serv...
CEM2: New approach for enhancing customer & employee experience and lean serv...
Mika Rytkönen
 
Customer expectations of service
Customer expectations of serviceCustomer expectations of service
Customer expectations of service
Nafiz Imtiaz
 
Service marketing With GAPS Model
Service marketing With GAPS ModelService marketing With GAPS Model
Service marketing With GAPS ModelDr. Gururaj Phatak
 

What's hot (16)

Chap02 gaps model
Chap02 gaps modelChap02 gaps model
Chap02 gaps model
 
3 p’s of service marketing
3 p’s of service marketing3 p’s of service marketing
3 p’s of service marketing
 
Service-Loyalty models
Service-Loyalty modelsService-Loyalty models
Service-Loyalty models
 
Gaps model of services iims
Gaps model of services iimsGaps model of services iims
Gaps model of services iims
 
Hospitality Services
Hospitality ServicesHospitality Services
Hospitality Services
 
Gap model service quality
Gap model service qualityGap model service quality
Gap model service quality
 
People in service marketing
People in service marketingPeople in service marketing
People in service marketing
 
Integrated gaps model of service quality
Integrated gaps model of service qualityIntegrated gaps model of service quality
Integrated gaps model of service quality
 
Chapter 12 Employees’ Roles in Service Delivery
Chapter 12 Employees’ Roles in Service DeliveryChapter 12 Employees’ Roles in Service Delivery
Chapter 12 Employees’ Roles in Service Delivery
 
Chap 2 gap model
Chap 2 gap modelChap 2 gap model
Chap 2 gap model
 
Gaps model
Gaps model Gaps model
Gaps model
 
standard gap model
standard gap model standard gap model
standard gap model
 
CEM2: New approach for enhancing customer & employee experience and lean serv...
CEM2: New approach for enhancing customer & employee experience and lean serv...CEM2: New approach for enhancing customer & employee experience and lean serv...
CEM2: New approach for enhancing customer & employee experience and lean serv...
 
Gap model
Gap modelGap model
Gap model
 
Customer expectations of service
Customer expectations of serviceCustomer expectations of service
Customer expectations of service
 
Service marketing With GAPS Model
Service marketing With GAPS ModelService marketing With GAPS Model
Service marketing With GAPS Model
 

Viewers also liked

Ch 13 designing and managing services gonzaga
Ch 13 designing and managing services gonzagaCh 13 designing and managing services gonzaga
Ch 13 designing and managing services gonzaga
Carlos Gonzaga
 
Designing and Managing Services
Designing and Managing ServicesDesigning and Managing Services
Designing and Managing Services
Justine Andrea C. Paredes
 
Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13
jeunesse09
 
CRM in the age of the Social Web
CRM in the age of the Social WebCRM in the age of the Social Web
CRM in the age of the Social Web
Mitch Lieberman
 
Teziv 1.3.1
Teziv 1.3.1Teziv 1.3.1
Teziv 1.3.1
cheenmoyprakash
 
The way we will complain (sourced now)
The way we will complain (sourced now)The way we will complain (sourced now)
The way we will complain (sourced now)
Esteban Kolsky
 
Chapter 13. designing&managing services.macapinlac
Chapter 13. designing&managing services.macapinlacChapter 13. designing&managing services.macapinlac
Chapter 13. designing&managing services.macapinlacRonald Macapinlac
 
CustomerServiceChap6
CustomerServiceChap6CustomerServiceChap6
CustomerServiceChap6rtoddkane
 
CustomerServiceChap6
CustomerServiceChap6CustomerServiceChap6
CustomerServiceChap6rtoddkane
 
CustomerServiceChap1
CustomerServiceChap1CustomerServiceChap1
CustomerServiceChap1rtoddkane
 
CustomerServiceChap8
CustomerServiceChap8CustomerServiceChap8
CustomerServiceChap8rtoddkane
 
CustomerServiceChap2
CustomerServiceChap2CustomerServiceChap2
CustomerServiceChap2rtoddkane
 
CustomerServiceChap7
CustomerServiceChap7CustomerServiceChap7
CustomerServiceChap7rtoddkane
 
SQ Lecture Five : Promoting and Educating Customers & Designing and Managing ...
SQ Lecture Five : Promoting and Educating Customers & Designing and Managing ...SQ Lecture Five : Promoting and Educating Customers & Designing and Managing ...
SQ Lecture Five : Promoting and Educating Customers & Designing and Managing ...SQAdvisor
 
D:\Agsb Subjects\Markma\10 Steps For A Chelseas Marketing Plan
D:\Agsb Subjects\Markma\10 Steps For A Chelseas Marketing PlanD:\Agsb Subjects\Markma\10 Steps For A Chelseas Marketing Plan
D:\Agsb Subjects\Markma\10 Steps For A Chelseas Marketing Planmichellelibuit0821
 
Big Data has Big Implications for Customer Experience Management
Big Data has Big Implications for Customer Experience ManagementBig Data has Big Implications for Customer Experience Management
Big Data has Big Implications for Customer Experience Management
Business Over Broadway
 

Viewers also liked (20)

Ch 13 designing and managing services gonzaga
Ch 13 designing and managing services gonzagaCh 13 designing and managing services gonzaga
Ch 13 designing and managing services gonzaga
 
Designing and Managing Services
Designing and Managing ServicesDesigning and Managing Services
Designing and Managing Services
 
Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13Asmph Marketing - Chapter 13
Asmph Marketing - Chapter 13
 
Brand launch
Brand launchBrand launch
Brand launch
 
CRM in the age of the Social Web
CRM in the age of the Social WebCRM in the age of the Social Web
CRM in the age of the Social Web
 
Teziv 1.3.1
Teziv 1.3.1Teziv 1.3.1
Teziv 1.3.1
 
CRM
CRMCRM
CRM
 
Fypca5
Fypca5Fypca5
Fypca5
 
The way we will complain (sourced now)
The way we will complain (sourced now)The way we will complain (sourced now)
The way we will complain (sourced now)
 
Chapter 13. designing&managing services.macapinlac
Chapter 13. designing&managing services.macapinlacChapter 13. designing&managing services.macapinlac
Chapter 13. designing&managing services.macapinlac
 
CustomerServiceChap6
CustomerServiceChap6CustomerServiceChap6
CustomerServiceChap6
 
CustomerServiceChap6
CustomerServiceChap6CustomerServiceChap6
CustomerServiceChap6
 
CustomerServiceChap1
CustomerServiceChap1CustomerServiceChap1
CustomerServiceChap1
 
CustomerServiceChap8
CustomerServiceChap8CustomerServiceChap8
CustomerServiceChap8
 
CustomerServiceChap2
CustomerServiceChap2CustomerServiceChap2
CustomerServiceChap2
 
Services marketing
Services marketingServices marketing
Services marketing
 
CustomerServiceChap7
CustomerServiceChap7CustomerServiceChap7
CustomerServiceChap7
 
SQ Lecture Five : Promoting and Educating Customers & Designing and Managing ...
SQ Lecture Five : Promoting and Educating Customers & Designing and Managing ...SQ Lecture Five : Promoting and Educating Customers & Designing and Managing ...
SQ Lecture Five : Promoting and Educating Customers & Designing and Managing ...
 
D:\Agsb Subjects\Markma\10 Steps For A Chelseas Marketing Plan
D:\Agsb Subjects\Markma\10 Steps For A Chelseas Marketing PlanD:\Agsb Subjects\Markma\10 Steps For A Chelseas Marketing Plan
D:\Agsb Subjects\Markma\10 Steps For A Chelseas Marketing Plan
 
Big Data has Big Implications for Customer Experience Management
Big Data has Big Implications for Customer Experience ManagementBig Data has Big Implications for Customer Experience Management
Big Data has Big Implications for Customer Experience Management
 

Similar to D:\Agsb Subjects\Markma\My 10 Concepts

D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Conceptsmichellelibuit0821
 
D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Conceptsmichellelibuit0821
 
D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Conceptsmichellelibuit0821
 
Bab 14 JASA Kotler Keller Edisi 15
Bab 14 JASA Kotler Keller Edisi 15Bab 14 JASA Kotler Keller Edisi 15
Bab 14 JASA Kotler Keller Edisi 15
Afrilia Widarni
 
ITIL_2011_Mind_Maps training zone Mars 2011(1).pdf
ITIL_2011_Mind_Maps training zone Mars 2011(1).pdfITIL_2011_Mind_Maps training zone Mars 2011(1).pdf
ITIL_2011_Mind_Maps training zone Mars 2011(1).pdf
Wafa Hammami
 
Designing and managing services 1
Designing and managing services 1Designing and managing services 1
Designing and managing services 1school
 
Chap 03 strategy
Chap 03 strategyChap 03 strategy
Chap 03 strategy
Smit Kumar
 
Service quality presentation
Service quality presentationService quality presentation
Service quality presentationatul_soni
 
Ignite services company profile
Ignite services company profileIgnite services company profile
Ignite services company profileigniteservices
 
Recuiting as marketing exercise
Recuiting as marketing exerciseRecuiting as marketing exercise
Recuiting as marketing exercise
Kevin Wheeler
 
Value chain strategy 180315
Value chain strategy 180315Value chain strategy 180315
Value chain strategy 180315
Global Business Intel
 
Utsav Mahendra : Organizing for Service Leadership
Utsav Mahendra : Organizing for Service Leadership Utsav Mahendra : Organizing for Service Leadership
Utsav Mahendra : Organizing for Service Leadership
Utsav Mahendra
 
Service quality
Service qualityService quality
Service quality
ADEEGGA AD AGENCY
 
difference between product and service
difference between product and servicedifference between product and service
difference between product and service
kpFasna
 
Customer Expectation and Service Excellence - Final
Customer Expectation and Service Excellence - FinalCustomer Expectation and Service Excellence - Final
Customer Expectation and Service Excellence - FinalSid Gupta
 
Designing and Managing Services
Designing and Managing ServicesDesigning and Managing Services
Designing and Managing Services
Sumit Pradhan
 
BPA CCQS 2014
BPA CCQS 2014BPA CCQS 2014
BPA CCQS 2014
Karyn Dupree
 

Similar to D:\Agsb Subjects\Markma\My 10 Concepts (20)

D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Concepts
 
D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Concepts
 
D:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 ConceptsD:\Agsb Subjects\Markma\My 10 Concepts
D:\Agsb Subjects\Markma\My 10 Concepts
 
Bab 14 JASA Kotler Keller Edisi 15
Bab 14 JASA Kotler Keller Edisi 15Bab 14 JASA Kotler Keller Edisi 15
Bab 14 JASA Kotler Keller Edisi 15
 
ITIL_2011_Mind_Maps training zone Mars 2011(1).pdf
ITIL_2011_Mind_Maps training zone Mars 2011(1).pdfITIL_2011_Mind_Maps training zone Mars 2011(1).pdf
ITIL_2011_Mind_Maps training zone Mars 2011(1).pdf
 
Designing and managing services 1
Designing and managing services 1Designing and managing services 1
Designing and managing services 1
 
Chap 03 strategy
Chap 03 strategyChap 03 strategy
Chap 03 strategy
 
Service quality presentation
Service quality presentationService quality presentation
Service quality presentation
 
Ignite services company profile
Ignite services company profileIgnite services company profile
Ignite services company profile
 
Recuiting as marketing exercise
Recuiting as marketing exerciseRecuiting as marketing exercise
Recuiting as marketing exercise
 
Value chain strategy 180315
Value chain strategy 180315Value chain strategy 180315
Value chain strategy 180315
 
Utsav Mahendra : Organizing for Service Leadership
Utsav Mahendra : Organizing for Service Leadership Utsav Mahendra : Organizing for Service Leadership
Utsav Mahendra : Organizing for Service Leadership
 
Services Marketing
Services MarketingServices Marketing
Services Marketing
 
Service quality
Service qualityService quality
Service quality
 
difference between product and service
difference between product and servicedifference between product and service
difference between product and service
 
Mm.11.10 deleted
Mm.11.10 deletedMm.11.10 deleted
Mm.11.10 deleted
 
Customer Expectation and Service Excellence - Final
Customer Expectation and Service Excellence - FinalCustomer Expectation and Service Excellence - Final
Customer Expectation and Service Excellence - Final
 
Designing and Managing Services
Designing and Managing ServicesDesigning and Managing Services
Designing and Managing Services
 
Let the service revolution begin
Let the service revolution beginLet the service revolution begin
Let the service revolution begin
 
BPA CCQS 2014
BPA CCQS 2014BPA CCQS 2014
BPA CCQS 2014
 

D:\Agsb Subjects\Markma\My 10 Concepts

  • 1. DESIGNING AND MANAGING SERVICES Michelle O. Libuit Chelsea Shipping Corp. February 2010 Top 10 Concepts
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.
  • 27. DESIGNING AND MANAGING SERVICES Michelle O. Libuit Chelsea Shipping Corp. February 2010 Top 10 Concepts