Physical evidence includes tangible aspects of the service environment and any items that facilitate service delivery and communication. This includes the servicescape, defined as the physical facility where the service is produced and delivered. Physical evidence plays several important roles, such as packaging the service, conveying expectations to influence perceptions, facilitating the service process, and differentiating the provider from competitors. The servicescape consists of several components, including the facility exterior and interior, signage, layout, equipment, and other tangible items like business cards. Servicescapes can vary in complexity and who they affect - customers, employees, or both. The design of the servicescape is important for influencing customer and employee responses and behaviors.
This document provides an overview of physical evidence as the sixth element of the marketing mix. It discusses physical evidence as the tangible components of service delivery, including the servicescape (the physical environment where services are delivered). It outlines the role of physical evidence in packaging services, facilitating service delivery, and differentiating firms. The document also identifies various components of physical evidence, such as facility exterior and interior, equipment, and other tangible materials. Finally, it proposes guidelines for developing an effective physical evidence strategy.
Physical evidence includes the tangible components of a service such as the facilities, equipment, and communications materials. It specifically refers to the servicescape, which is the physical environment where the service is delivered and the customer interacts with the business. Servicescapes can be elaborate or lean depending on their complexity and whether they are designed for customer self-service, remote service, or interpersonal service. The servicescape impacts customer and employee behaviors and perceptions through its ambient conditions, space/function, and signs/symbols. Physical evidence must be strategically designed and updated to support the business goals and facilitate the service process.
Physical evidence in services includes the tangible components that customers interact with during service delivery, such as facilities, equipment, and materials. The environment where the service is delivered is called the "servicescape" and influences customer and employee behaviors. Servicescapes can be designed to facilitate service delivery, differentiate a provider in the market, and impact customer perceptions through qualities like ambience and cleanliness.
ROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETINGanonymous
Physical evidence refers to the tangible components of a service that facilitate performance or communication of the service. It includes the environment in which the service is delivered and where customers interact with the business. Physical evidence can be essential, such as the facilities required to deliver the service, or peripheral, which enhances but is not essential to the service. It plays important roles such as creating atmosphere, building trust, influencing perceptions of quality, facilitating service delivery, and differentiating a business from competitors. Examples of physical evidence include facility design, equipment, signage, employee appearance and performance.
The document discusses the physical evidence of service quality, specifically focusing on the role played by the physical environment and the relationship between the physical environment and service consumers. It defines physical evidence as the actual physical environment where the service is performed and delivered, where interactions between the firm and customer take place. The physical environment can play roles as a package to communicate service characteristics, a facilitator to enhance performance and satisfaction, a socializer to set the mood, and a differentiator to position a service for a segment. Proper design and maintenance of the physical facilities is important to elicit positive cognitive, emotional and physiological responses from customers and employees.
Marketing of services an introduction and factsVipin Kumar
The document discusses key concepts related to marketing of services. It begins by defining services and distinguishing their characteristics from goods. Services are intangible deeds, processes and performances. They are heterogeneous, inseparable from their production and consumption, and perishable.
The document then covers India's large and growing services sector. It contributes over 50% to India's GDP across sectors like trade, transport, finance and real estate. The growth of services has increased demand for services marketing. Deregulation of industries like airlines and telecoms has given firms more marketing control.
The final sections discuss frameworks for understanding services like the core-supplementary spectrum and service typology based on customer and possession processing. It also covers customer
This document discusses physical evidence and the servicescape. It defines physical evidence as the tangible components that facilitate or communicate the delivery of a service. This includes the environment where the service is delivered. The physical evidence creates an impression about the service and influences perceptions of quality and price.
The servicescape refers to the physical surroundings or facility where the service is produced, delivered, and consumed. It can play strategic roles as a package, facilitator, socializer, and differentiator. As a package, it conveys expectations about the service. As a facilitator, it helps the flow of the service delivery process. As a socializer, it facilitates interactions between customers and employees. As a differentiator, it sets the
Physical evidence includes tangible aspects of the service environment and any items that facilitate service delivery and communication. This includes the servicescape, defined as the physical facility where the service is produced and delivered. Physical evidence plays several important roles, such as packaging the service, conveying expectations to influence perceptions, facilitating the service process, and differentiating the provider from competitors. The servicescape consists of several components, including the facility exterior and interior, signage, layout, equipment, and other tangible items like business cards. Servicescapes can vary in complexity and who they affect - customers, employees, or both. The design of the servicescape is important for influencing customer and employee responses and behaviors.
This document provides an overview of physical evidence as the sixth element of the marketing mix. It discusses physical evidence as the tangible components of service delivery, including the servicescape (the physical environment where services are delivered). It outlines the role of physical evidence in packaging services, facilitating service delivery, and differentiating firms. The document also identifies various components of physical evidence, such as facility exterior and interior, equipment, and other tangible materials. Finally, it proposes guidelines for developing an effective physical evidence strategy.
Physical evidence includes the tangible components of a service such as the facilities, equipment, and communications materials. It specifically refers to the servicescape, which is the physical environment where the service is delivered and the customer interacts with the business. Servicescapes can be elaborate or lean depending on their complexity and whether they are designed for customer self-service, remote service, or interpersonal service. The servicescape impacts customer and employee behaviors and perceptions through its ambient conditions, space/function, and signs/symbols. Physical evidence must be strategically designed and updated to support the business goals and facilitate the service process.
Physical evidence in services includes the tangible components that customers interact with during service delivery, such as facilities, equipment, and materials. The environment where the service is delivered is called the "servicescape" and influences customer and employee behaviors. Servicescapes can be designed to facilitate service delivery, differentiate a provider in the market, and impact customer perceptions through qualities like ambience and cleanliness.
ROLE OF PHYSICAL EVIDENCE IN SERVICE MARKETINGanonymous
Physical evidence refers to the tangible components of a service that facilitate performance or communication of the service. It includes the environment in which the service is delivered and where customers interact with the business. Physical evidence can be essential, such as the facilities required to deliver the service, or peripheral, which enhances but is not essential to the service. It plays important roles such as creating atmosphere, building trust, influencing perceptions of quality, facilitating service delivery, and differentiating a business from competitors. Examples of physical evidence include facility design, equipment, signage, employee appearance and performance.
The document discusses the physical evidence of service quality, specifically focusing on the role played by the physical environment and the relationship between the physical environment and service consumers. It defines physical evidence as the actual physical environment where the service is performed and delivered, where interactions between the firm and customer take place. The physical environment can play roles as a package to communicate service characteristics, a facilitator to enhance performance and satisfaction, a socializer to set the mood, and a differentiator to position a service for a segment. Proper design and maintenance of the physical facilities is important to elicit positive cognitive, emotional and physiological responses from customers and employees.
Marketing of services an introduction and factsVipin Kumar
The document discusses key concepts related to marketing of services. It begins by defining services and distinguishing their characteristics from goods. Services are intangible deeds, processes and performances. They are heterogeneous, inseparable from their production and consumption, and perishable.
The document then covers India's large and growing services sector. It contributes over 50% to India's GDP across sectors like trade, transport, finance and real estate. The growth of services has increased demand for services marketing. Deregulation of industries like airlines and telecoms has given firms more marketing control.
The final sections discuss frameworks for understanding services like the core-supplementary spectrum and service typology based on customer and possession processing. It also covers customer
This document discusses physical evidence and the servicescape. It defines physical evidence as the tangible components that facilitate or communicate the delivery of a service. This includes the environment where the service is delivered. The physical evidence creates an impression about the service and influences perceptions of quality and price.
The servicescape refers to the physical surroundings or facility where the service is produced, delivered, and consumed. It can play strategic roles as a package, facilitator, socializer, and differentiator. As a package, it conveys expectations about the service. As a facilitator, it helps the flow of the service delivery process. As a socializer, it facilitates interactions between customers and employees. As a differentiator, it sets the
Physical Evidence and Service space.pptmanav gupta
This document discusses how physical evidence and the servicescape impact customer experiences. It defines the servicescape as the physical facility and ambient conditions that influence customers. Elements of physical evidence include the facility exterior and interior, signage, equipment, and other tangibles like business cards. The servicescape can impact purchase decisions, expectations, service quality evaluations, and satisfaction. It provides examples of physical evidence from different service industries. The document also presents frameworks for understanding how the servicescape can influence internal responses, behaviors, and social interactions. It discusses how organizations can maximize the impact of their servicescape through strategic positioning and management of the customer experience environment.
This document provides an introduction to services marketing. It discusses how the service sector has become a major part of modern economies and outlines some key differences between services and physical goods. Specifically, services are intangible, involve customers in the production process, and can vary in quality. The document then examines different types of services and introduces the expanded "7Ps" marketing mix framework for services. This framework emphasizes the importance of physical environment, processes, and people in service delivery. Finally, the need for integration between marketing, operations, and human resources functions in service organizations is discussed.
Management information systems (MIS) can be applied in various areas including manufacturing, services, decision support, and performance monitoring. In manufacturing, MIS is used for personnel, financial, production, materials, and marketing management. It processes transaction documents and allows for accounting, querying, analysis, and control. In services, MIS tracks customer profiles, occupancy levels, and expectations. It is also used in hotels, hospitals, banking, and more. Decision support systems and knowledge management help with decision making, performance evaluation, and validating decisions through analysis. Organizational performance monitoring uses MIS to measure productivity, effectiveness, and control performance through financial reports, information systems, benchmarking, and balanced scorecards. Information security and controls are also important to
The document introduces the World's First Institute of Customer Experience Management, which addresses business challenges through the science of customer experience. It discusses how customer experience is created through interactions between customers and a company's people, processes, products, and environment. It also explains the service profit chain and how engaging employees through empowerment, acknowledgement, and learning can help close the service quality gap and improve customer experience.
This document discusses techniques for mapping out service processes, including flowcharting and blueprinting. Flowcharting visually depicts the steps in a service process and how customer involvement varies by type of service. Blueprinting identifies key activities, distinguishes frontstage from backstage operations, and pinpoints potential failure points. The document provides examples of blueprinting a restaurant experience and discusses approaches to redesigning processes, such as eliminating non-value adding steps and increasing customer participation and self-service. Process redesign can help address issues like creeping bureaucracy and outdated practices.
The document discusses quality management and operations processes in hotels. It covers definitions of quality from standards organizations, approaches like total quality management, factors that influence customer perceptions of quality, and tools for measuring and improving quality like surveys, mystery shoppers, and benchmarking. Standard operating procedures are important for hotels to consistently deliver high quality service and improve the guest experience. Developing, implementing, and regularly reviewing SOPs helps hotels train staff, increase efficiency, and enhance guest satisfaction.
The document discusses the traditional and extended marketing mix used for services. The traditional mix includes product, price, place, and promotion. The extended mix adds people, process, and physical evidence. It then provides examples and details for each element of the marketing mix as applied to services.
The document discusses the importance of service environments or servicescapes. It covers key models that describe how ambient conditions, spatial layout, and signs/symbols impact customer responses. Customers perceive the overall servicescape holistically. Effective design requires considering how all dimensions work together to create the desired experience and achieve goals like differentiation or facilitating the service process.
Elements Of An Effective Quality Management Systemgauravdhupar
The document discusses key elements of an effective quality management system for customer service operations. It defines quality as meeting customer needs and expectations. Quality management principles focus on customers and involve getting customer feedback. Customer satisfaction is achieved through high-quality design that meets product features and avoiding deficiencies. Elements of good service quality include timeliness, completeness, courtesy, consistency, accessibility, accuracy, and responsiveness. Quality improvement initiatives include benchmarking, continuous improvement, quality circles, and Six Sigma. Quality tools help analyze problems and identify solutions. Standard procedures are important to maintain quality.
The document discusses service management and describes Village Volvo, an auto repair shop. It analyzes Village Volvo's service package, which includes supporting facilities, facilitating goods, information provided to customers, explicit services like experienced mechanics, and implicit services like encouraging customers to inspect replaced parts. It also examines Village Volvo's service characteristics, such as how customers participate in the service process by bringing their cars for scheduled repairs and interacting with mechanics, and how Village Volvo addresses the perishability of services by scheduling appointments and drop-in times.
SM - Managing physical evidence and Service Scape.pptxSaloniGupta854120
This document discusses physical evidence and the servicescape in marketing services. It defines physical evidence as everything a company exhibits to customers, including the physical environment, facilities, and tangible items. The servicescape refers to the environment where the service is delivered and the seller and customer interact. Good physical evidence and servicescape can shape first impressions, build trust, facilitate service quality, change perceptions, and provide sensory stimulation. The document provides guidelines for developing an effective physical evidence strategy, such as identifying strategic needs, the required evidence, and opportunities to update the evidence over time.
This document discusses key concepts for classifying and understanding services:
1. The Service Process Matrix classifies services based on their degree of labor intensity and customer interaction/customization. This affects managerial challenges.
2. The Service Package describes the facilities, goods, information, and services that comprise a service.
3. Services have distinctive characteristics like intangibility, simultaneity of production/consumption, perishability, heterogeneity, and customer participation.
4. Services can be classified strategically based on factors like their nature, customer relationships, customization, demand characteristics, and delivery method. This provides insights for managing different types of services.
The document discusses key characteristics of services and their operational implications. It covers intangibility, perishability, people as part of the product, and demand patterns. Quality is defined by customer perception and can be measured using technical and interpersonal dimensions. Common service gaps like misunderstanding can be addressed through tools like guarantees and customer feedback. While zero defects is difficult, quality improvements can reduce costs. Internal marketing and a strong service culture are important for employee performance.
This document provides an overview of key concepts in operations management including:
1) Defining operations management and its focus on transforming inputs into outputs through value-adding activities.
2) Discussing how operations management affects other business functions and the importance of integrating strategies.
3) Outlining 10 critical strategic decisions in operations management related to design of operations and management of operations.
The document discusses the key elements of a business model including product innovation, customer relationships, infrastructure management, and conclusions. It covers topics such as value propositions, customer segments, distribution channels, revenue streams, core capabilities, and partnerships. The document provides examples and definitions for each element and discusses how defining a business model can help a company understand, share knowledge, react to change, measure performance, and engage in business model innovation.
Colliculus Data Research and Analytics | Medical Communications | Business Va...Venugopalarao Boddepalli
Colliculus Data Research and Analytics Services Pvt. Ltd. It’s a fast-paced agency, providing specifically tailored services to Pharma, Biotech, Life Sciences, Medical Device and CRO industries with the team of experienced Medics & qualified professionals. Colliculus emerged as a Medical/ HealthCare KPO outsourcing vendor which focuses on client commitment, consistent quality, and a vibrant internal team culture.
Our Service Offerings:
Medical Writing - Educational, Publication Support, Commercial etc.
Regulatory Writing - Clinical study protocol, Clinical study report, Clinical summaries etc.
Scientific Slidecks - Academic, Product launch, Sales Force training, conferences etc.
Online platform for MSLs & E-learning solutions for sales/product training.
KOL Identification, Mapping and Profiling.
E-learning solutions for sales/product training
Qualitative and Quantitative Healthcare Market Research
Brand Management
Product/brand websites and Mobile App. development.
Clinical Data Management, Statistical Analysis, EDC Support
Conduct CME's, Advisory board meetings, Online/ Offline HCP Certification Programs
Patient Education Services
Medical Information Services
Digital Offerings - 2D/ 3D MOA Videos and other Videos
Our Business Model:
Competitive pricing with cost reduction of 40 to 60%
Resource availability and quick ramp-up
Flexibility to run programs currently not budgeted or with low budgets
Unique and proprietary methodologies consistently deliver high-quality results.
Significant knowledge capture and learning within the dedicated offshore team
We are providing our services to some of the Pharma companies like Sandoz, Mundipharma, MSD, Merck, Dr. Reddy’s, Biological Evans Limited, Pentax Medical etc. and with Healthcare communications / market research companies across the globe.
Kindly reach us for any sort of service requirement or collaboration, we are more than happy to assist you with best possible turnaround options at an earliest.
Contact:
Colliculus Data Research and Analytics Services Pvt. Ltd.
Plot No 8 & 9, 3rd Floor, Vasantha's Cyber View,
Karthika Layout, Near Karnataka Bank,
Madhapur, Hyderabad - 500 081, Telangana, INDIA.
contact@colliculusdataresearch.com | venugopal@colliculusdataresearch.com
+91 40 4019 1852 | +91 7406041119
Thanks for your time !
Designing Service Process
Fail-Proofing Service Process
Setting Service Standards
Consumer perception and Emotions
Service Process Redesign
Self Service Technologies
Customer Participation in Service Process
Managing Customer’s Reluctance to change
The document summarizes a service audit conducted at The Grand Residency hotel. It provides details about the hotel's facilities, services offered, service encounters, research methodology used, gaps identified in service quality, strategies to enhance employee loyalty, and recommendations. The key gaps identified relate to communication gaps between management and frontline staff, complaints handling, standardization, and external communication. Recommendations include reducing communication gaps, choosing customer-facing staff carefully, emphasizing standardization, and focusing on growth potential.
The document discusses key concepts in services marketing including the 7 Ps of services marketing, the 4 Is of service, physical evidence, people, process, and ways to address inconsistencies. It outlines the roles of the servicescape in packaging the service and eliminating intangibility. It also discusses gaps in services, reversing the customer cycle of failure, and ways to meet perishability through demand management and matching capacity to demand.
Physical Evidence and Service space.pptmanav gupta
This document discusses how physical evidence and the servicescape impact customer experiences. It defines the servicescape as the physical facility and ambient conditions that influence customers. Elements of physical evidence include the facility exterior and interior, signage, equipment, and other tangibles like business cards. The servicescape can impact purchase decisions, expectations, service quality evaluations, and satisfaction. It provides examples of physical evidence from different service industries. The document also presents frameworks for understanding how the servicescape can influence internal responses, behaviors, and social interactions. It discusses how organizations can maximize the impact of their servicescape through strategic positioning and management of the customer experience environment.
This document provides an introduction to services marketing. It discusses how the service sector has become a major part of modern economies and outlines some key differences between services and physical goods. Specifically, services are intangible, involve customers in the production process, and can vary in quality. The document then examines different types of services and introduces the expanded "7Ps" marketing mix framework for services. This framework emphasizes the importance of physical environment, processes, and people in service delivery. Finally, the need for integration between marketing, operations, and human resources functions in service organizations is discussed.
Management information systems (MIS) can be applied in various areas including manufacturing, services, decision support, and performance monitoring. In manufacturing, MIS is used for personnel, financial, production, materials, and marketing management. It processes transaction documents and allows for accounting, querying, analysis, and control. In services, MIS tracks customer profiles, occupancy levels, and expectations. It is also used in hotels, hospitals, banking, and more. Decision support systems and knowledge management help with decision making, performance evaluation, and validating decisions through analysis. Organizational performance monitoring uses MIS to measure productivity, effectiveness, and control performance through financial reports, information systems, benchmarking, and balanced scorecards. Information security and controls are also important to
The document introduces the World's First Institute of Customer Experience Management, which addresses business challenges through the science of customer experience. It discusses how customer experience is created through interactions between customers and a company's people, processes, products, and environment. It also explains the service profit chain and how engaging employees through empowerment, acknowledgement, and learning can help close the service quality gap and improve customer experience.
This document discusses techniques for mapping out service processes, including flowcharting and blueprinting. Flowcharting visually depicts the steps in a service process and how customer involvement varies by type of service. Blueprinting identifies key activities, distinguishes frontstage from backstage operations, and pinpoints potential failure points. The document provides examples of blueprinting a restaurant experience and discusses approaches to redesigning processes, such as eliminating non-value adding steps and increasing customer participation and self-service. Process redesign can help address issues like creeping bureaucracy and outdated practices.
The document discusses quality management and operations processes in hotels. It covers definitions of quality from standards organizations, approaches like total quality management, factors that influence customer perceptions of quality, and tools for measuring and improving quality like surveys, mystery shoppers, and benchmarking. Standard operating procedures are important for hotels to consistently deliver high quality service and improve the guest experience. Developing, implementing, and regularly reviewing SOPs helps hotels train staff, increase efficiency, and enhance guest satisfaction.
The document discusses the traditional and extended marketing mix used for services. The traditional mix includes product, price, place, and promotion. The extended mix adds people, process, and physical evidence. It then provides examples and details for each element of the marketing mix as applied to services.
The document discusses the importance of service environments or servicescapes. It covers key models that describe how ambient conditions, spatial layout, and signs/symbols impact customer responses. Customers perceive the overall servicescape holistically. Effective design requires considering how all dimensions work together to create the desired experience and achieve goals like differentiation or facilitating the service process.
Elements Of An Effective Quality Management Systemgauravdhupar
The document discusses key elements of an effective quality management system for customer service operations. It defines quality as meeting customer needs and expectations. Quality management principles focus on customers and involve getting customer feedback. Customer satisfaction is achieved through high-quality design that meets product features and avoiding deficiencies. Elements of good service quality include timeliness, completeness, courtesy, consistency, accessibility, accuracy, and responsiveness. Quality improvement initiatives include benchmarking, continuous improvement, quality circles, and Six Sigma. Quality tools help analyze problems and identify solutions. Standard procedures are important to maintain quality.
The document discusses service management and describes Village Volvo, an auto repair shop. It analyzes Village Volvo's service package, which includes supporting facilities, facilitating goods, information provided to customers, explicit services like experienced mechanics, and implicit services like encouraging customers to inspect replaced parts. It also examines Village Volvo's service characteristics, such as how customers participate in the service process by bringing their cars for scheduled repairs and interacting with mechanics, and how Village Volvo addresses the perishability of services by scheduling appointments and drop-in times.
SM - Managing physical evidence and Service Scape.pptxSaloniGupta854120
This document discusses physical evidence and the servicescape in marketing services. It defines physical evidence as everything a company exhibits to customers, including the physical environment, facilities, and tangible items. The servicescape refers to the environment where the service is delivered and the seller and customer interact. Good physical evidence and servicescape can shape first impressions, build trust, facilitate service quality, change perceptions, and provide sensory stimulation. The document provides guidelines for developing an effective physical evidence strategy, such as identifying strategic needs, the required evidence, and opportunities to update the evidence over time.
This document discusses key concepts for classifying and understanding services:
1. The Service Process Matrix classifies services based on their degree of labor intensity and customer interaction/customization. This affects managerial challenges.
2. The Service Package describes the facilities, goods, information, and services that comprise a service.
3. Services have distinctive characteristics like intangibility, simultaneity of production/consumption, perishability, heterogeneity, and customer participation.
4. Services can be classified strategically based on factors like their nature, customer relationships, customization, demand characteristics, and delivery method. This provides insights for managing different types of services.
The document discusses key characteristics of services and their operational implications. It covers intangibility, perishability, people as part of the product, and demand patterns. Quality is defined by customer perception and can be measured using technical and interpersonal dimensions. Common service gaps like misunderstanding can be addressed through tools like guarantees and customer feedback. While zero defects is difficult, quality improvements can reduce costs. Internal marketing and a strong service culture are important for employee performance.
This document provides an overview of key concepts in operations management including:
1) Defining operations management and its focus on transforming inputs into outputs through value-adding activities.
2) Discussing how operations management affects other business functions and the importance of integrating strategies.
3) Outlining 10 critical strategic decisions in operations management related to design of operations and management of operations.
The document discusses the key elements of a business model including product innovation, customer relationships, infrastructure management, and conclusions. It covers topics such as value propositions, customer segments, distribution channels, revenue streams, core capabilities, and partnerships. The document provides examples and definitions for each element and discusses how defining a business model can help a company understand, share knowledge, react to change, measure performance, and engage in business model innovation.
Colliculus Data Research and Analytics | Medical Communications | Business Va...Venugopalarao Boddepalli
Colliculus Data Research and Analytics Services Pvt. Ltd. It’s a fast-paced agency, providing specifically tailored services to Pharma, Biotech, Life Sciences, Medical Device and CRO industries with the team of experienced Medics & qualified professionals. Colliculus emerged as a Medical/ HealthCare KPO outsourcing vendor which focuses on client commitment, consistent quality, and a vibrant internal team culture.
Our Service Offerings:
Medical Writing - Educational, Publication Support, Commercial etc.
Regulatory Writing - Clinical study protocol, Clinical study report, Clinical summaries etc.
Scientific Slidecks - Academic, Product launch, Sales Force training, conferences etc.
Online platform for MSLs & E-learning solutions for sales/product training.
KOL Identification, Mapping and Profiling.
E-learning solutions for sales/product training
Qualitative and Quantitative Healthcare Market Research
Brand Management
Product/brand websites and Mobile App. development.
Clinical Data Management, Statistical Analysis, EDC Support
Conduct CME's, Advisory board meetings, Online/ Offline HCP Certification Programs
Patient Education Services
Medical Information Services
Digital Offerings - 2D/ 3D MOA Videos and other Videos
Our Business Model:
Competitive pricing with cost reduction of 40 to 60%
Resource availability and quick ramp-up
Flexibility to run programs currently not budgeted or with low budgets
Unique and proprietary methodologies consistently deliver high-quality results.
Significant knowledge capture and learning within the dedicated offshore team
We are providing our services to some of the Pharma companies like Sandoz, Mundipharma, MSD, Merck, Dr. Reddy’s, Biological Evans Limited, Pentax Medical etc. and with Healthcare communications / market research companies across the globe.
Kindly reach us for any sort of service requirement or collaboration, we are more than happy to assist you with best possible turnaround options at an earliest.
Contact:
Colliculus Data Research and Analytics Services Pvt. Ltd.
Plot No 8 & 9, 3rd Floor, Vasantha's Cyber View,
Karthika Layout, Near Karnataka Bank,
Madhapur, Hyderabad - 500 081, Telangana, INDIA.
contact@colliculusdataresearch.com | venugopal@colliculusdataresearch.com
+91 40 4019 1852 | +91 7406041119
Thanks for your time !
Designing Service Process
Fail-Proofing Service Process
Setting Service Standards
Consumer perception and Emotions
Service Process Redesign
Self Service Technologies
Customer Participation in Service Process
Managing Customer’s Reluctance to change
The document summarizes a service audit conducted at The Grand Residency hotel. It provides details about the hotel's facilities, services offered, service encounters, research methodology used, gaps identified in service quality, strategies to enhance employee loyalty, and recommendations. The key gaps identified relate to communication gaps between management and frontline staff, complaints handling, standardization, and external communication. Recommendations include reducing communication gaps, choosing customer-facing staff carefully, emphasizing standardization, and focusing on growth potential.
The document discusses key concepts in services marketing including the 7 Ps of services marketing, the 4 Is of service, physical evidence, people, process, and ways to address inconsistencies. It outlines the roles of the servicescape in packaging the service and eliminating intangibility. It also discusses gaps in services, reversing the customer cycle of failure, and ways to meet perishability through demand management and matching capacity to demand.
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This document discusses the role of customers in service delivery. It notes that customers can both enhance and detract from satisfaction through their interactions. Customers participate in the service delivery process and can act as "partial employees" contributing resources. They can also contribute to quality and their own satisfaction by providing feedback or performing their role well. However, customers may lack understanding of their role or interfere with others. The document provides frameworks for understanding different levels of customer participation and strategies businesses can use to enhance participation, such as defining customer jobs and managing the customer mix.
This chapter discusses the development of service products and experiences. It explains that a service product consists of a core product plus supplementary elements that enhance its value. The "flower of service" model illustrates how supplementary elements support the core. Branding strategies for service products are also reviewed, from using a single brand to separate sub-brands. The chapter emphasizes integrating core products with supplementary elements and delivery processes to create a seamless customer experience defined by the service brand.
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Chapter 3- Service quality and productivity.pdfOshadiVindika
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Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
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3. PHYSICAL EVIDENCE
Physical evidence is the environment in which
the service is delivered and where the firm and
the customer interact and any tangible
commodities that facilitate performance or
communication of the service.
Example: when you visit the web site for Taj
hotels, you can look at pictures of its newest
hotels and make reservations quickly.
4. SERVICESCAPE
Physical evidence includes the servicescape, a
term used to describe the physical facility where
the service is produced and/or delivered.
The actual physical environment where the service is
performed, delivered and consumed.
Where the firm and consumers interact
Consider impact on customer response, particular
perceptions, evaluations, assessment.
Situations, where customer experience are important.
Example: Patient examination room in doctor’s office
5. SERVICE ENVIRONMENT
► Physical backdrops surrounding the service
(Servicescape)
Ambience and cleanliness of a cinema hall
Cafe near a college
Elegant decor of a shop to cater to upscale
market
6. FACTORS INFLUENCING THE DESIGN OF THE
SERVICESCAPES
1. Servicescape Usage
Organizations differ in terms of whom the
Servicescape will actually affect by its design- customers,
employees or both?
Self Service
Remote Service
Interpersonal Services
2. Servicescape Complexity
Lean servicescapes( Simple, few elements, spaces,
and piece of equipment) for less complex service
Eg: Hair cut
Elaborate the more complex service
Eg: restaurants, hotels
7. TYPES OF SERVICESCAPE
Servicescape
usage
Elaborate Lean
Self-service
(customer only)
Golf course
eBay
ATM
Car wash
Simple Internet services
Express mail drop-off
Interpersonal
services
(both customer and
employee)
Hotel
Restaurant
Health clinic
Hospital
Bank
Airline
School
Dry cleaner
Retail cart
Hair salon
Remote service
(employee only)
Telephone company
Insurance company
Utility
Many professional services
Telephone mail-order desk
Automated voice messaging
services
8. ROLES OF THE SERVICESCAPE
Package
conveys expectations
influences perceptions
Facilitator
facilitates the flow of the service delivery process
provides information (how am I to act?)
facilitates the ordering process (how does this
work?)
facilitates service delivery
Socializer
facilitates interaction between:
customers and employees
customers and fellow customers
Differentiator
sets provider apart from competition in the mind of the
consumer
9. PHYSICAL EVIDENCE– THE SIXTH ‘P’
‘Servicescape’ or ‘Atmospherics’ creates
mood, longing, attraction or desire to visit /
recommend service provider by
tangibalisation. It includes every tangible
touch point i.e. brochure, building, dress of
the people, furniture, wall decor etc.
10. PHYSICAL EVIDENCE– THE SIXTH ‘P’
► Service Design is of utmost importance
► People visit expensive restaurants to relish
dishes otherwise available in less costly
eating houses because of better ambience
► Theme parks are developed based on
common cartoon figures
► Luxury buses / better maintained buses are
preferred over lousy staff to traverse same
distance
14. PHYSICAL EVIDENCE
The elements of 'marketing mix' which
customers can actually see or experience
when they use a service, and which
contribute to the perceived quality of the
service, e.g. the physical evidence of a bank
could include the state of the branch
premises, as well as the delivery of the
banking service itself.
15. THE ROLE OF PHYSICAL EVIDENCE
Packaging the Services
Conveys expectations
● Physical evidence => quality cues => image
development
Influences perceptions
● Image development => reduces perceived risk =>
reduces cognitive dissonance after the purchase
16. THE ROLE OF PHYSICAL EVIDENCE
Facilitates the flow of the service delivery
process
Provides information
How am I to act?
Facilitates the ordering process
How does this work?
Manages consumers
Barriers separate different consumer groups or help
to isolate the technical core
17. THE ROLE OF PHYSICAL EVIDENCE
Socializes employees and customers
Uniforms
Identify the firm’s personnel
Physical symbol that embodies the group’s ideals and
attributes
Implies a coherent group structure
Facilitates perceptions of consistent performance
Assists in controlling deviant members
18. THE ROLE OF PHYSICAL EVIDENCE
Provides a means for differentiation
well-dressed personnel are perceived as:
more intelligent
better workers
more interactive
21. COMPONENTS OF THE PHYSICAL
ENVIRONMENT
Facility interior
Interior design (cool colors)
Blue
Coolness, aloofness, fidelity, calmness, piety,
masculine, assurance, sadness
Green
Coolness, restful, peace, freshness, growth, softness,
richness, go
Violet
Coolness, retiring, dignity, rich
22. COMPONENTS OF THE PHYSICAL
ENVIRONMENT
Facility interior
Interior design
Equipment
Layout
Grid vs. Free-flow
Temperature
23. COMPONENTS OF THE PHYSICAL
ENVIRONMENT
Other tangible evidence
Business cards
Stationary
Billing statements
CP&L statement
Reports
Brochures
Employee performance
Employee appearance
24. COMPONENTS OF THE PHYSICAL
ENVIRONMENT
Servicescape Other tangibles
Facility exterior
Exterior design
Signage
Parking
Landscape
Surrounding environment
Facility interior
Interior design
Equipment
Signage
Layout
Air quality/temperature
Business cards
Stationery
Billing statements
Reports
Employee dress
Uniforms
Brochures
Web pages
Virtual servicescape
25. EXAMPLES OF PHYSICAL EVIDENCE
FROM THE CUSTOMER’S POINT OF VIEW
Service Physical Evidence Other tangibles
Insurance Not applicable
Policy itself
Billing statements
Periodic updates
Company brochure
Letters/cards
Hospital
Building exterior
Parking Signs
Waiting areas
Admissions office
Patient care room
Medical equipment
Recovery room
Uniforms
Reports/stationery
Billing statements
Airline
Airline gate area
Airplane exterior
Airplane interior (décor, seats, air quality)
Tickets
Food
Uniforms
Express mail Not applicable
Packaging
Trucks
Uniforms
Computers
Sporting event
Parking, Seating, Restrooms
Stadium exterior
Ticketing area, Concession Areas
Entrance, Playing Field
Signs
Tickets
Program
Uniforms
26. CREATING SERVICE -ATMOSPHERES
► Sight appeals
Size, shape, colors, contrast, clash, location,
architecture, signs, entrance, and lighting
► Sound appeals
Music, announcements, and sound avoidance
28. GUIDELINES FOR PHYSICAL
EVIDENCE STRATEGY
Recognize the strategic impact of physical
evidence.
Blueprint the physical evidence of service.
Clarify strategic roles of the servicescape.
Assess and identify physical evidence
opportunities.
Be prepared to update and modernize the
evidence.
Work cross-functionally.
