The document summarizes the servicescape analysis of a venue called the Tivoli Theatre in Dublin that hosted an Elvis Presley tribute show. Key findings included: the venue was in an older building with worn seating but the show itself was lively and professional; the bar area was poorly lit with bins blocking exits but staff were friendly; and while the venue had been running successfully for 11 years, some recommendations were made around signage, music, and friendlier staff.
Опыт внедрения сервис-дизайна и дизайн-мышления в государственные услуги центры государственных услуг “Мои Документы” главный аппарат ГБУ МФЦ Москвы команда мэра Москвы
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2. It then discusses the 7Ps of marketing - product, place, promotion, price, people, process, and physical evidence. It also covers segmentation, marketing activities at hospitals, and Pristine Hospital's target market and services.
3. The future of the healthcare industry is projected to grow significantly in India. Suggestions are provided to increase revenues and expand services.
The document provides an overview of a strategic analysis being conducted by Think Tank for Cirque du Soleil. It introduces the Think Tank consultancy team and outlines the analysis that will be done, including a PESTEL analysis, Porter's Five Forces analysis, strategic group analysis, value chain analysis, and TOWS matrix. The analyses will examine Cirque du Soleil's external and internal business environment to provide recommendations for the organization's future strategic direction.
How do you make an entire service visible? And align frontstage customer experience with backstage business processes? April’s Service Design Drinks in Berlin gave an introduction to one of the most central delivery tools and artefact in service design. A comprehensive input was followed by a related hands-on session.
Offensive defensive strategy, key success factor, strategic group mappingSunny Gandhi
This document discusses key success factors (KSFs) and defensive marketing strategies. It defines KSFs as the competitive elements that most affect a company's ability to prosper in the marketplace, such as specific strategies, product attributes, resources, and capabilities. KSFs determine the difference between profit and loss. The document identifies common types of KSFs and provides examples. It also discusses strategic group mapping to analyze competitors and competitive positions. Finally, it outlines several defensive strategies companies can employ to discourage potential competitors, such as signaling retaliation, fortifying defenses, and continuously improving.
This document discusses the impact of physical evidence and servicescapes on customer perceptions. It defines servicescapes as the environment where a service is delivered and customers interact with employees. Servicescapes can include facility exteriors and interiors, signage, equipment, and other tangible elements. The document explores how servicescape design influences customer and employee behaviors and different types of servicescapes for various services. Physical evidence and ambient conditions like temperature, lighting, and music can communicate a firm's image and affect customer moods and evaluations.
This document provides an overview and agenda for a service design crash course being held at UX Week in San Francisco. It introduces service design basics and explores three core service design methods - customer journey mapping, acting as prototyping, and service blueprinting. The agenda covers introducing these methods through exercises and discussions around a workshop project. It also considers the business implications of service design. The goal is to help participants understand service design and how it can be applied.
Опыт внедрения сервис-дизайна и дизайн-мышления в государственные услуги центры государственных услуг “Мои Документы” главный аппарат ГБУ МФЦ Москвы команда мэра Москвы
1. The document discusses marketing strategies for hospitals, focusing on Pristine Hospitals in Bangalore. It covers the healthcare industry, factors attracting corporates, the service marketing triangle, classifications of hospitals, and their unique characteristics.
2. It then discusses the 7Ps of marketing - product, place, promotion, price, people, process, and physical evidence. It also covers segmentation, marketing activities at hospitals, and Pristine Hospital's target market and services.
3. The future of the healthcare industry is projected to grow significantly in India. Suggestions are provided to increase revenues and expand services.
The document provides an overview of a strategic analysis being conducted by Think Tank for Cirque du Soleil. It introduces the Think Tank consultancy team and outlines the analysis that will be done, including a PESTEL analysis, Porter's Five Forces analysis, strategic group analysis, value chain analysis, and TOWS matrix. The analyses will examine Cirque du Soleil's external and internal business environment to provide recommendations for the organization's future strategic direction.
How do you make an entire service visible? And align frontstage customer experience with backstage business processes? April’s Service Design Drinks in Berlin gave an introduction to one of the most central delivery tools and artefact in service design. A comprehensive input was followed by a related hands-on session.
Offensive defensive strategy, key success factor, strategic group mappingSunny Gandhi
This document discusses key success factors (KSFs) and defensive marketing strategies. It defines KSFs as the competitive elements that most affect a company's ability to prosper in the marketplace, such as specific strategies, product attributes, resources, and capabilities. KSFs determine the difference between profit and loss. The document identifies common types of KSFs and provides examples. It also discusses strategic group mapping to analyze competitors and competitive positions. Finally, it outlines several defensive strategies companies can employ to discourage potential competitors, such as signaling retaliation, fortifying defenses, and continuously improving.
This document discusses the impact of physical evidence and servicescapes on customer perceptions. It defines servicescapes as the environment where a service is delivered and customers interact with employees. Servicescapes can include facility exteriors and interiors, signage, equipment, and other tangible elements. The document explores how servicescape design influences customer and employee behaviors and different types of servicescapes for various services. Physical evidence and ambient conditions like temperature, lighting, and music can communicate a firm's image and affect customer moods and evaluations.
This document provides an overview and agenda for a service design crash course being held at UX Week in San Francisco. It introduces service design basics and explores three core service design methods - customer journey mapping, acting as prototyping, and service blueprinting. The agenda covers introducing these methods through exercises and discussions around a workshop project. It also considers the business implications of service design. The goal is to help participants understand service design and how it can be applied.
The document discusses improving food delivery packaging and experience for delivery workers and customers. It begins with research through online surveys and interviews that found the most disliked aspects of delivery were losing receipts, delivering in rainy weather, and making multiple trips to the same area. The analysis identifies plastic bags as protective but less so than insulated bags, though bags are more flexible and affordable. The problem is how to provide a better delivery experience through packaging. The design created is a flexible rain cover that can be adjusted for different order sizes, with pockets, an open bottom, and advertising space. It would be affordably produced locally.
Here are the key differences between specific and diffuse cultures:
Specific cultures tend to focus more on tasks and have easier initial contact between people. Relationships tend to be more segmented and compartmentalized.
Diffuse cultures place more emphasis on personal involvement and commitment in relationships. Contact tends to develop more slowly as maintaining distance is important initially. Relationships span both personal and professional spheres.
Both have positives and negatives. Specific cultures can come across as more superficial while diffuse cultures may seem less efficient in getting things done. Understanding these differences is important for effective cross-cultural communication and collaboration.
This document discusses design thinking as a better path to innovation. It suggests that true organic growth comes from innovation, not other strategies like cost cutting or mergers. Innovation can take the form of better products, processes, organizations, or making the world better. However, most organizations struggle with innovation because they lack the right context, culture, courage, or process. The document advocates for design-led innovation through user research, prototyping, and iteration. It also emphasizes that for innovation to be sustainable, it needs to be meaningful by addressing what matters most to customers, teams and competitors.
InSites Consulting is a spin-off of a top-ranked business school with 15 years of experience in online marketing research. They have 125 employees across multiple global offices and conduct proprietary research using their online panel of consumers in over 25 countries. InSites helps leading brands connect better with consumers through innovative digital research methods that engage participants anywhere at any time.
The New PR - How to become a brand among friendsPeopleizers
This document discusses the changing landscape of public relations (PR) and the rise of social media. It notes that PR must now embrace transparency and conversations on social platforms. The new PR puts the public back into PR by using the power of online conversations. It also discusses adapting roles and organizations to this new environment through community management, content creation, and building relationships with influencers. The document provides examples of how some companies are effectively navigating this change.
The document discusses improving food delivery packaging and experience for delivery workers and customers. It begins with research through online surveys and interviews that found the most disliked aspects of delivery were losing receipts, delivering in rainy weather, and making multiple trips to the same area. The analysis identifies plastic bags as protective but less so than insulated bags, though bags are more flexible and affordable. The problem is how to provide a better delivery experience through packaging. The design created is a flexible rain cover that can be adjusted for different order sizes, with pockets, an open bottom, and advertising space. It would be affordably produced locally.
Here are the key differences between specific and diffuse cultures:
Specific cultures tend to focus more on tasks and have easier initial contact between people. Relationships tend to be more segmented and compartmentalized.
Diffuse cultures place more emphasis on personal involvement and commitment in relationships. Contact tends to develop more slowly as maintaining distance is important initially. Relationships span both personal and professional spheres.
Both have positives and negatives. Specific cultures can come across as more superficial while diffuse cultures may seem less efficient in getting things done. Understanding these differences is important for effective cross-cultural communication and collaboration.
This document discusses design thinking as a better path to innovation. It suggests that true organic growth comes from innovation, not other strategies like cost cutting or mergers. Innovation can take the form of better products, processes, organizations, or making the world better. However, most organizations struggle with innovation because they lack the right context, culture, courage, or process. The document advocates for design-led innovation through user research, prototyping, and iteration. It also emphasizes that for innovation to be sustainable, it needs to be meaningful by addressing what matters most to customers, teams and competitors.
InSites Consulting is a spin-off of a top-ranked business school with 15 years of experience in online marketing research. They have 125 employees across multiple global offices and conduct proprietary research using their online panel of consumers in over 25 countries. InSites helps leading brands connect better with consumers through innovative digital research methods that engage participants anywhere at any time.
The New PR - How to become a brand among friendsPeopleizers
This document discusses the changing landscape of public relations (PR) and the rise of social media. It notes that PR must now embrace transparency and conversations on social platforms. The new PR puts the public back into PR by using the power of online conversations. It also discusses adapting roles and organizations to this new environment through community management, content creation, and building relationships with influencers. The document provides examples of how some companies are effectively navigating this change.
2. A Presentation by:
Alan Diamond Róisín
O’Malley
1632135 1638066
March 14 th 2012
3. Profile of the Event
Event:
The Return of the King
– Elvis Presley Tribute Show
Date:
1st March 2012
Time:
Doors Open: 7:30pm, Show Commenced: 8:00pm
Venue:
The Tivoli Theatre
4. Venue Profile
Name:
The Tivoli Theatre
Opened:
1987
Theatre Capacity:
447
Location:
138 Francis St, The Coombe, Dublin 8
5. An Integrative Framework:
Bitner’s Servicescape Model
ENVIRONMENTAL MODERATORS INTERNAL RESPONSES BEHAVIOUR
DIMENSIONS Approach
HOLISTIC Cognitive Affiliation
ENVIRONMENT Emotional Exploration
Ambient Employee Psychological Stay Longer
Satisfaction
Conditions Response
Avoid
Moderator (opposite of approach)
Employee
Responses
Space/ Perceived Social Interaction
Function Servicescape Between
Customers and
Customer Employees
Signs, Responses
Customer Approach
Symbols Attraction
& Response
Moderator Cognitive Stay/Explore
Artifacts Spend More €€€
Emotional
Satisfaction
Psychological Avoid
(opposite of approach)
10. Interior of Venue
Similar colour patterns inside
the theatre.
Box office area was small &
compact.
Tickets were hard to get
11. Lounge Area/Bar
Poorly lit.
Crates of drink on stage.
Bar area had Christmas lights up.
Bottle bins on dance floor.
Bottle bins blocking emergency
exits.
12. Music
Stereo behind the bar had an
interview with An Taoiseach on
the radio, discussing the current
economic climate.
15. Colours, Seating & Space
Theatre exterior: red & black.
Seating: red also, but torn, old &
uncomfortable.
Inadequate spacing between seats in
the theatre.
Enough space in theatre bar to
18. Individual Behaviour
Approach Behaviour Avoidance Behaviour
Desire To Stay Desire To Leave
Desire To Spread Good Desire To Spread Bad
WOM WOM
Desire To Interact Desire To Not Interact
Desire To Return Desire To Not Return
Approach the show, Avoid the Venue
19.
20. Interview with Ian Smith
- Producer
Running for 11 years.
Choose Tivoli because finance
& location.
No major accidents have
occurred.
21. Interview with Paul Lydon
- Health & Safety Officer
Risk Assessments carried out
frequently.
No major health & safety issues
in the past.
Alcohol has been an issue.
23. Conclusion
In relation to The Return of the
King, the servicescape model has
highlighted perceptions and
emotional responses that could
make consumers pursue alternative