This document discusses service encounters from a lecture presented by Dr. Niraj Chaudhari. It defines a service encounter as the initial interaction between a customer and service provider. More than half of multinational corporations are involved in providing services, making the study of service encounters increasingly important. The document goes on to discuss the triad of a service encounter, its characteristics, types, elements, and the role of technology. It also examines self-service, customer-dominated encounters, contact personnel-dominated encounters, and service organization-dominated encounters. Finally, it briefly mentions the functions, models, control, and design of service organizations.
Assessing service market potential - Classification of services – Expanded marketing mix – Service marketing – Environment and trends – Service market segmentation, targeting and positioning
Assessing service market potential - Classification of services – Expanded marketing mix – Service marketing – Environment and trends – Service market segmentation, targeting and positioning
It defines the relations, promises and marketing efforts between the three key stakeholders in services marketing - companies, providers (employees), and customers. Internal marketing is done between company and providers, external marketing is performed between companies and customers, and interactive marketing takes place between customers and providers.Marketing service triangle plays a very important role in service industries.
Service Positioning
After a service strategy has been identified, a company must decide how to position its product most effectively. The concept of positioning involves establishing a distinctive place in the minds of target customers relative to competing products.
In “The New Positioning: The Latest on the World's #1 Business Strategy”, Jack Trout distills the essence of positioning into the following four principles
1. A company must establish a position in the minds of its targeted customers.
2. The position should be singular, providing one simple and consistent message.
3. The position must set a company apart from its competitors.
4. A company cannot be all things to all people—it must focus its efforts.
Positioning and Marketing Strategy
Companies use positioning strategies to distinguish their services from competitors and to design communications that convey their desired position to customers and prospects in the chosen market segments. There are a number of different dimensions around which positioning strategies can be developed.
Integrated service marketing communication with exampleRadhika Venkat
This presentation covers the integrated service marketing communication tools and as well as the role of communication tools for service industry.
It also covers the example relating the successful mix of communication for HOTEL MARISOL.
This is a compilation of introductory notes on Service Marketing with emphasis on meaning, evolution, universal nature of services, challenges to delivering services and finally basic insights into 7Ps of marketing from the perspectives of marketing of services.
Offering a unique service which was not not earlier offered into the market is called new service and the process of designing such new service is called New Service Development.
EMPLOYEES ROLE IN SERVICE DELIVERY - Module 4Azam FA
The importance of people in the marketing of services is captured in the people element of the services marketing mix, which is described as all of the human actor who play a part in the service delivery and thus influence the buyers perceptions: namely the firm’s personnel, the customer and other customers in the service environment.
It defines the relations, promises and marketing efforts between the three key stakeholders in services marketing - companies, providers (employees), and customers. Internal marketing is done between company and providers, external marketing is performed between companies and customers, and interactive marketing takes place between customers and providers.Marketing service triangle plays a very important role in service industries.
Service Positioning
After a service strategy has been identified, a company must decide how to position its product most effectively. The concept of positioning involves establishing a distinctive place in the minds of target customers relative to competing products.
In “The New Positioning: The Latest on the World's #1 Business Strategy”, Jack Trout distills the essence of positioning into the following four principles
1. A company must establish a position in the minds of its targeted customers.
2. The position should be singular, providing one simple and consistent message.
3. The position must set a company apart from its competitors.
4. A company cannot be all things to all people—it must focus its efforts.
Positioning and Marketing Strategy
Companies use positioning strategies to distinguish their services from competitors and to design communications that convey their desired position to customers and prospects in the chosen market segments. There are a number of different dimensions around which positioning strategies can be developed.
Integrated service marketing communication with exampleRadhika Venkat
This presentation covers the integrated service marketing communication tools and as well as the role of communication tools for service industry.
It also covers the example relating the successful mix of communication for HOTEL MARISOL.
This is a compilation of introductory notes on Service Marketing with emphasis on meaning, evolution, universal nature of services, challenges to delivering services and finally basic insights into 7Ps of marketing from the perspectives of marketing of services.
Offering a unique service which was not not earlier offered into the market is called new service and the process of designing such new service is called New Service Development.
EMPLOYEES ROLE IN SERVICE DELIVERY - Module 4Azam FA
The importance of people in the marketing of services is captured in the people element of the services marketing mix, which is described as all of the human actor who play a part in the service delivery and thus influence the buyers perceptions: namely the firm’s personnel, the customer and other customers in the service environment.
Optimize ServiceNow Customer Workflows to Improve Customer Service Management...Aelum Consulting
ServiceNow CSM (Customer Service Management) is an offering inside the ServiceNow Customer Workflow services. ServiceNow CSM uses machine learning to direct your customer concerns to suitably competent personnel swiftly. By dismantling departmental silos and automating procedures, you can enable client service. It delivers consistent customer support procedures and personalized service delivery interactions across any system or medium.
Customer Behaviour in Service Encounters (C2)M.docxalanrgibson41217
Customer Behaviour in Service Encounters (C2)
Marketing of Services
*
Developing Effective Service Marketing Strategies
Understanding Customer Needs, Decision Making, and Behaviour in Service Encounters
BA 3371
Building the Service Model
Managing the Customer Interface
Implementing Profitable Service Strategies
*
Developing Effective Service Marketing Strategies
Two Key Themes in Part I of the
Services Marketing Strategy Framework:
Differences among Services Affect
Customer Behaviour
Three-Stage Model of Service Consumption
BA 3371
Prepurchase Stage: Search, evaluation of alternatives, decision
Service Encounter Stage: Role in high-contact vs. low-contact delivery
Post-Encounter Stage: Evaluation against expectations, future intentions
*
Learning ObjectivesUnderstanding the Service Act is key to satisfied customersDetermine the service management challenges of the 4 categories of the service actBetter manage service encounters by understanding service consumption, expectations and perceived risksExamine key elements of the customer service encounter
BA 3371
*
Differences in Services Affect Customer BehaviourConsumers often involved in service production and may have preferences for service deliveryService marketers need to understand how customers interact with service operationsBased on differences in nature of service act (tangible/intangible) and who or what is direct recipient of service (people/possessions), there are four categories of services:People processingPossession processingMental stimulus processingInformation processing
BA 3371
*
Four Categories of Services
BA 3371
Information processing
(services directed at intangible assets): Accounting Banking
Nature of the Service Act
People
Possessions
Tangible Actions
People processing
(services directed at people’s bodies): Barbers Health care
Who or What Is the Direct Recipient of the Service?
Possession processing
(services directed at physical possessions): Refueling Disposal/recycling
Mental stimulus processing
(services directed at people’s minds): Education Advertising/PR
Intangible Actions
*
People ProcessingCustomers must:Physically enter the service factoryCo-operate actively with the service operationManagers should think about process and output from customer’s perspective To identify benefits created and non-financial costs:
Time, mental, physical effort
Four Categories Of Services
BA 3371
*
Possession Processing
Possession ProcessingCustomers are less physically involved compared to people processing servicesInvolvement is limitedProduction and consumption are separable
BA 3371
*
Mental Stimulus Processing
Mental Stimulus ProcessingEthical standards required when customers who depend on such services can potentially be manipulated by suppliersPhysical presence of recipients not requiredCore content of services is information-basedCan be “inventoried”
BA 3371
*
Informatio.
9 Critical Components for A Successful Client Interaction Framework Chazey Partners
It’s not that complicated! Mastering client satisfaction through a comprehensive framework is made easy through this simple roadmap. Use it to build a strong basis for your Shared Services client relationships
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
Andreas Schleicher presents at the OECD webinar ‘Digital devices in schools: detrimental distraction or secret to success?’ on 27 May 2024. The presentation was based on findings from PISA 2022 results and the webinar helped launch the PISA in Focus ‘Managing screen time: How to protect and equip students against distraction’ https://www.oecd-ilibrary.org/education/managing-screen-time_7c225af4-en and the OECD Education Policy Perspective ‘Students, digital devices and success’ can be found here - https://oe.cd/il/5yV
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
How to Split Bills in the Odoo 17 POS ModuleCeline George
Bills have a main role in point of sale procedure. It will help to track sales, handling payments and giving receipts to customers. Bill splitting also has an important role in POS. For example, If some friends come together for dinner and if they want to divide the bill then it is possible by POS bill splitting. This slide will show how to split bills in odoo 17 POS.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
How libraries can support authors with open access requirements for UKRI fund...
Service Encounter
1. www.sanjivanimba.org.in
Presented By
Dr. Niraj Chaudahri
Assistant Professor,
Sanjivani College of Engineering ,
Dept.of MBA,
Kopargaon
1
Sanjivani College of Engineering, Kopargaon
Department of MBA
www.sanjivanimba.org.in
Service Operation Management-I
Service Encounter
2. www.sanjivanimba.org.in
Service Encounter
A service encounter is defined as a moment when a
customer interacts with a service or product for the
first time. It is the customer’s actual interaction with
a service company. It is identified as a key
component of the current agenda for service
marketers. More than half of the world’s
multinational corporations employ in providing
services, thus the scrutiny of service encounters is
becoming increasingly significant.
11. www.sanjivanimba.org.in
Customer Dominated Encounter
• The extreme of standardized and customized services
represent opportunities for customers to control the
encounter. For standardized services, self-service is an
option that gives customers complete control over the
limited service that is provided. The result can be very
efficient and satisfying to the customer who needs or
desires very little service.
12. www.sanjivanimba.org.in
Contact personnel dominated Encounter
• In general, service personnel attempt to limit the
scope of the service encounter to reduce their own
stress in meeting demanding customers. When
contact personnel are placed in an autonomous
position, they may perceive themselves as having a
significant degree over customers. The customer is
expected to place considerable trust in the contact
person’s judgment because of the provider’s
perceived expertise.
13. www.sanjivanimba.org.in
Service organization dominated Encounter
• To be efficient and, perhaps, to follow a cost
leadership strategy, an organization may standardize
service delivery by imposing strict operating
procedures and, thus severely limiting the discretion
of the contact personnel. Customers are presented
with a few standard service options from which to
chose, and personalized service is not an options.
