This document provides an overview of services marketing. It begins by defining what services are and discusses the key service sectors. It then explains why services marketing is important given the growth of the service economy. The document outlines some of the key characteristics of services compared to goods, such as intangibility, inconsistency, perishability, and the simultaneous production and consumption of services. It also discusses the four factors known as the "4 Is" that distinguish services - intangibility, inconsistency, inventory, and inseparability. The document provides examples of different service industries and purchases. It examines the size and growth of various industry sectors. Finally, it discusses some of the challenges involved in services marketing and principles of service experience design.
Service marketing introduction, , classification and challengesPROF.JITENDRA PATEL
This Module contain basic of Service Marketing, its definition, major characteristics of Services, its various classification, contribution of service in economy and various challenges faced by service marketer.
1st Module of Services Marketing
Reasons for the growth of the services sector and its contribution; the difference in goods and service marketing; characteristics of services; the concept of service marketing triangle; service marketing mix; GAP models of service quality.
Consumer behavior in services: Search, Experience and Credence property, consumer expectation of services, two levels of expectation, Zone of tolerance, Factors influencing customer expectation of services.
Customer perception of services-Factors influencing customer perception of service, Service encounters, Customer satisfaction, Strategies for influencing customer perception.
Service marketing introduction, , classification and challengesPROF.JITENDRA PATEL
This Module contain basic of Service Marketing, its definition, major characteristics of Services, its various classification, contribution of service in economy and various challenges faced by service marketer.
1st Module of Services Marketing
Reasons for the growth of the services sector and its contribution; the difference in goods and service marketing; characteristics of services; the concept of service marketing triangle; service marketing mix; GAP models of service quality.
Consumer behavior in services: Search, Experience and Credence property, consumer expectation of services, two levels of expectation, Zone of tolerance, Factors influencing customer expectation of services.
Customer perception of services-Factors influencing customer perception of service, Service encounters, Customer satisfaction, Strategies for influencing customer perception.
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.
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 ppt contains strategies for the industries involved in the services business, by segmenting and targeting the markets according to the available resources, and how to change the own relations at the interface level
Significance of Service quality is very important for the success of a service company :
1. To win credibility & get repeat customers : If a company offers quality service consistently, It enjoys repeat business, i.e., customers visit it repeatedly. They may even refer it to their friends & relatives and provide positive word-of-mouth publicity to the quality service offered by the company.
2. To charge premium price : When a company offers superior quality service, compared to its competitors, customers who value quality will always prefer this company to other players in the market. So, the company will be in a position to charge a premium price from customers.
According to Berry & A Parasuraman, service quality is determined by customers using various criteria like credibility, security, access, communications, tangibles, responsiveness, reliability, competence, courtesy, tangibles, understanding, etc. Gronoos also suggested another list of criteria as professionalism & skills, attitude & behaviour, accessibility & flexibility, reliability & trustworthiness, reputation & credibility, and recovery. Since some of these factors are similar or overlapping, the authors have consolidated these into five distinct dimensions,
These dimensions represent how consumers organise information about service quality in their minds. These five dimensions were found relevant for banking, insurance, appliances repair, & maintenance, securities brokerage, long distance tele-service, auto repair service, & others. The dimensions are also applicable to retail & business services. This can be logically extended to internal services as well.
Sistemi, Competenze e Tecnologie per gestire, mantenere ed incrementare, con l'uso di nuove tecnologie, le prestazioni e l'efficienza dell'impianto di produzione di energia nel medio lungo periodo garantendone la sostenibilità.
Livelli progressivi e scalabili che, a partire da servizi in cloud, forniscono applicazioni e strumenti per gestire in modo integrato ed efficace impianti di produzione e consumo energetico.
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.
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 ppt contains strategies for the industries involved in the services business, by segmenting and targeting the markets according to the available resources, and how to change the own relations at the interface level
Significance of Service quality is very important for the success of a service company :
1. To win credibility & get repeat customers : If a company offers quality service consistently, It enjoys repeat business, i.e., customers visit it repeatedly. They may even refer it to their friends & relatives and provide positive word-of-mouth publicity to the quality service offered by the company.
2. To charge premium price : When a company offers superior quality service, compared to its competitors, customers who value quality will always prefer this company to other players in the market. So, the company will be in a position to charge a premium price from customers.
According to Berry & A Parasuraman, service quality is determined by customers using various criteria like credibility, security, access, communications, tangibles, responsiveness, reliability, competence, courtesy, tangibles, understanding, etc. Gronoos also suggested another list of criteria as professionalism & skills, attitude & behaviour, accessibility & flexibility, reliability & trustworthiness, reputation & credibility, and recovery. Since some of these factors are similar or overlapping, the authors have consolidated these into five distinct dimensions,
These dimensions represent how consumers organise information about service quality in their minds. These five dimensions were found relevant for banking, insurance, appliances repair, & maintenance, securities brokerage, long distance tele-service, auto repair service, & others. The dimensions are also applicable to retail & business services. This can be logically extended to internal services as well.
Sistemi, Competenze e Tecnologie per gestire, mantenere ed incrementare, con l'uso di nuove tecnologie, le prestazioni e l'efficienza dell'impianto di produzione di energia nel medio lungo periodo garantendone la sostenibilità.
Livelli progressivi e scalabili che, a partire da servizi in cloud, forniscono applicazioni e strumenti per gestire in modo integrato ed efficace impianti di produzione e consumo energetico.
Everyone dreams of having a bright career and be at the topmost place. If you wish to study abroad, explore the web for the better education opportunity. You can find the superior and cost effective study abroad program to reach at peaks with a great name and fame.
Service Marketing/ Growth/ characteristics/classification/service marketing m...viveksangwan007
Punjab Technical University- Scheme and Syllabus of Masters of Business Administration (MBA) Batch 2012 onwards, course code MBA 906 -Service Marketiing
In the service industry, definitions of service quality tend to focus on meeting customers needs and requirements and how well the service delivered meets their expectations
Each of the 5 Service Quality Dimensions makes an extra addition to the level and quality of service which the company offers their customers.
Customer Service Vs Customer Experience.pptxQuickmetrix
Customer experience (CX) encompasses the overall perception and interaction a customer has with a brand throughout their entire journey. It involves every touchpoint and interaction a customer has with a company, including pre-purchase, purchase, and post-purchase stages. Customer experience focuses on the emotions, feelings, and overall satisfaction of the customer.
Customer Service Vs Customer Experience.pptxQuickmetrix
QuickMetrix tools enable businesses to collect and analyze customer feedback through surveys, reviews, and social media channels. They help businesses understand customer sentiment, identify areas for improvement, and track customer satisfaction.
Customer Service A GAME CHANGER,The Role of the Receptionist,Essential Skills and Duties,The Factors of The Voice,Professional Handling of Incoming Calls,Dealing with Anger,Communication,Why Communication Goes Wrong
Getting Communications Across, Personal Communication Style
Relevance to Teams ,Extraverts,Introverts
iNtuitive,Sensor,Thinker,Feeler,Judger,Perceiver,Team management,CHARACTERISTICS OF AN EFFECTIVE TEAM,Top 9 Toolsfor Constructive Team Building
Higher salary,Better career opportunity and a quick start,More opportunities for business and social interactions,growth in personality and profession, get varied exposure.
Enter new markets,Promotion of new products
Creation of Demand
Confirm imagery
Change habits
Break the ice
Build ambience
Generate sales lead
Build awareness
Reminder
Sustain Preference
Intensify Usage
In India, the words "Gandhian" or "jugaad" are also considered for Frugal innovation.
Limitations of Frugal innovation
MRP is a computer program that translates finished product requirements into time-phased requirements for each dependent demand items.
The Bill of Materials(BOM) one of the three primary inputs of MRP
The seven step problem solving technique
Divergent and convergent thinking must be balanced
Plan-Do-Check-Act (PDCA)
Root Cause analysis and Problem Solving Techniques
Fishbone diagram
MIND MAPPING TECHNIQUE
Stress management
Identifying Stressors
How to fight stress?
Mind Management & Mind Management Tools and Techniques Rajlaxmi Bhosale
Mind management is about watching over one’s thoughts and keeping the wrong thoughts away.
Thoughts become your words, words become your actions,
actions become your habits, habits become your character, your character becomes your destiny... You think, therefore you are... your destiny.
Mind Management techniques
Change management and Managing Change as a ProcessRajlaxmi Bhosale
The process of causing a function , practice, or thing to become different somehow compared to what it is at present or what it was in the past.Types of Changes Understanding Change Management.Understanding,Planning and Implementing Change
Positive Attitude Development, a need for happy life!Rajlaxmi Bhosale
Your attitude determines how you live your life,Begin Your Day On a Positive Note.don’t fear change, welcome it.Smiling will give you an instantaneous attitude boost.Change your attitude for the better by uploading as much positivity into your brain as you possibly can
Functions of advertising and Objectives of advertising Rajlaxmi Bhosale
Social Functions,Psychological Functions,Economic Functions.INFORMING
PERSUADING
REMINDING
ADDING VALUE
Distinguish from the competitors
Product expansion-brand extension
Encourage loyalty
Reduce cost
HELP IN BRANDING
Previewing New Trends Previews, Create Demand,PRICING
Social, Economical impact, Effect on consumer Demand,Effect on Consumer Choice,Effect on Business cycle,Deception in Advertising
The Subliminal Advertising,Effect on Value System,Effect of Proliferation of Advertising,Use of Stereotypes in Advertising,Offensiveness in Advertising,Effect on Perspective,Social Responsibility,Offensive Advertising
POTENTIAL SERVICES, EXPECTED SERVICES
BASIC SERVICES, CORE BENEFIT, Line of visibility,
Service Design- 8 steps , Gaps Model of Service Quality,Provider Gap 1,Provider Gap 2,Key Factors Leading to Provider Gap 2,Provider Gap 3,Key Factors Leading to Provider Gap 4, Zone of Tolerance
Unleash the power of UK SEO with Brand Highlighters! Our guide delves into the unique search landscape of Britain, equipping you with targeted strategies to dominate UK search engine results. Discover local SEO tactics, keyword magic for UK audiences, and mobile optimization secrets. Get your website seen by the right people and propel your brand to the top of UK searches.
To learn more: https://brandhighlighters.co.uk/blog/top-seo-agencies-uk/
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
Digital Money Maker Club – von Gunnar Kessler digital.focsh890
Title One is a comprehensive examination of the impact of digital technologies on
modern society. In a world where technology continues to advance rapidly, this article delves into the nuances and complexities of the digital age, exploring Its implications across various sectors and aspects of life.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Search Engine Marketing - Competitor and Keyword researchETMARK ACADEMY
Over 2 Trillion searches are made per day in Google search, which means there are more than 2 Trillion visits happening across the websites of the world wide web.
People search various questions, phrases or words. But some words and phrases are searched
more often than others.
For example, the words, ‘running shoes’ are searched more often than ‘best road running
shoes for men’
These words or phrases which people use to search on Google are called Keywords.
Some keywords are searched more often than others. Number of times a keyword is searched
for in a month is called keyword volume.
Some keywords have more relevant results than others. For the phrase “running shoes” we
get more than 80M relevant results, whereas for “best road running shoes for men” we get
only 8.
The former keyword ‘running shoes’ has way more competition from popular websites to
new and small blogs, whereas the latter keyword doesn’t have that much competition. This
search competition for a keyword is called search difficulty of a keyword or keyword
difficulty.
In other words, if the keyword difficulty is ‘low’ or ‘easy’, there won’t be any competition
and if you target such keywords on your site, you can easily rank on the front page of Google.
Some keywords are searched for, just to know or to learn some information about something,
that’s their search intention. For example, “What shoe size should I choose?” or “How to pick
the right shoe size?”
These keywords which are searched just to know about stuff are called informational
keywords. Typically people who are searching this type of keywords are top of a Conversion
funnel.
Conversion funnel is the journey that search visitors go through on their way to an email
subscription or a premium subscription to the services you offer or a purchase of products
you sell or recommend using your referral link.
For some buyers, research is the most important part when they have to buy a product.
Depending on that, their journey either widens or narrows down. These types of buyers are
Researchers and they spend more time with informational keywords.
Conversion is the action you want from your search visitors. Number of conversions that you
get for every 100 search visitors is called Conversion rate.
People who are at different stages of a conversion funnel use different types of keywords.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
3. Introduction to Services
What are services?
What are the service sectors ?
Why services marketing?
Service and Technology
Characteristics of Services Compared to Goods
Services Marketing Mix
Staying Focused on the Customer
4. What is Marketing???
Think about organizations/companies (Google, Trader
Joe’s, The San Jose Chamber of Commerce, World
Wildlife Fund) as well as individuals (politicians,
professional athletes)
They all do marketing! How and why?
6. Service Sectors
Trade
Hospitality
Transport
Food & beverage
Communication
Social & personal services
Insurance
Financial services
7. Services Purchases
Using a credit card
Ridding a bus
Withdrawing money
from ATM
Booking a cruise
vacation
Getting a financial
advise
Enrolling in a college
Using a library
Student accommodation
Fitness club
Security
Counseling and career
services
Internet access
Food counter
Entertainment
Getting a medical check
up
Watching a movie
9. Which Industries Created the Most Jobs?
Jobs created by industry, 2010-2013
Security 24175
Financial
Services
1929 Travel & Hospitality 3416
Human Resources 13925
Consumer
Products &
Services
1890
Business Products &
Services
2774
IT Services 5482 Energy 1822 Health 2600
Food & Beverage 4888 Media 1700 Manufacturing 2300
Retail 3969
Government
Services
1250 Education 275
Logistics &
Transportation
3742 Construction 1168 Environmental Services 236
Telecommunicatio
ns
3500 Real Estate 1138 Computer Hardware 132
Engineering 477 Insurance 971 Advertising & Marketing 700
Software 850
.
10. How Big Is Each Industry Sector?
Engineering$1.3B
Education$1.2B
Computer Hardware$1.2B
Media$1.1B
Environmental Services$785M
Retail$8.4B
Manufacturing$7.5B
11. How Big Is Each Industry Sector?
Health$21.8B Business Products & Services$18.0B
IT Services$19.3B Real Estate$8.9B
Telecommunications$9.4B Security$3.3B
Construction$10.3B Travel & Hospitality$3.6B
Consumer Products & Services$10.7B Insurance$4.5B
Logistics & Transportation$11.1B Software$6.4B
Human Resources$12.3B Food & Beverage$6.5B
Financial Services$17.2B Government Services$6.5B
Energy$17.5B Advertising & Marketing$7.4B
12. Service sector in India
Service sector comprises of almost 58 % of
the total GDP
ITES plays an important role in this increase
with highly skilled & educated work force
with low cost
13. Factors stimulating Service Ind.
Social
Changes
Government
Policies
Business
Trends
Globalization
Advances in
Information
Technology
14. Definition of services
Services are economic activities offered
by one party to another , most
commonly employing time-based
performances to bring about desired
results in the recipients themselves or
in objects or other assets for which
purchasers have responsibility.
15. Definition of services
Services are deeds, processes &
performances .
Most authorities consider the service sector
to include all economic activities whose
output is not a physical product or
construction ,is generally consumed at the
same time it is produced and provides
added value in forms (such as convenience
,amusement ,timeliness ,comfort or health)
17. Why Service Marketing
Services dominate Indian & worldwide
economies
Services are growing dramatically
Service leads to customer retention and
loyalty
Service leads to profits
Services help manufacturing companies
differentiate themselves
19. Why do firms focus on Services?
Services can provide higher profit margins and growth
potential than products
Customer satisfaction and loyalty are driven by service
excellence
Services can be used as a differentiation strategy in
competitive markets
20. Why study Services Marketing?
Service-based economies
Service as a business imperative in manufacturing
and IT
Deregulated industries and professional service
needs
Services marketing is different
Service equals profits
21. What is Service? The Old View
Service is a technical after-sale function that is
provided by the service department.
Old view of service =
Customer Service center Old: Service =wrench time
22. The New View
Service includes every interaction between any
customer and anyone representing the company,
including:
Dealers
Salespeople
Receptionists
and
Schedulers
Management
and Executives
Service
Employees
Billing and
Accounting
Personnel
Web site and
any e-channel
Interaction
29. 4 Is Of Service Marketing
Intangibility
Inconsistency
Inventory
Inseparability
30. Intangibility
What this characteristic tells us is that once a service
has been performed; there is nothing to take home. In
essence, services aren’t physical so they can’t be
owned. As services can’t be seen or touched, then
assessing their value can be quite difficult.
But there is a way around this. Here are a few thoughts
to add the tangibility factor to your service business.
31. How to add the tangibility to your
service?
Ask for Reviews – Reviews or testimonials give great social
proof to the ability of your services. It shows that a. other people
have used your service and b. their problem was solved by using
your services. There is nothing quite like a testimonial to add
substance to your offering. Encourage reviews and ask for
testimonials from your clients.
Give Actions – If you provide education or training, make sure
that all students have a format whereby they can take action on
your learnings. Through implementing what you taught or
explained to them, they get a sense of achievement. This leads to
a feeling of accomplishment and when someone accomplishes
something, they feel good about themselves. They start to see
that anything is possible. So you’re adding feelings and sight to
your intangible service.
32. Inconsistency
What this characteristic informs is that everyone is
different. While you may get the same product every
time you buy it, chances are that it tastes the same,
looks the same or feels the same. It’s not quite the
same with services. Every employee is not the same as
the next person. And even though you may get the
same great person all the time, there is a 1% chance
that they may not be great.
It’s human nature; most services’ businesses are
people-based and personal performance can vary by
workload, the time of day and just life in general.
33. How to be more consistent when
delivering your service
Look out for signs of tiredness – Don’t wait for
complaints. If you see an employee is tired, then step
in. This is particularly relevant in a restaurant, hotel or
service based business.
Customer care training – It is essential to do
regularly and not just at the induction of an employee.
Make sure that all staff are trained on the lifetime
value of a customer and to meet and exceed
expectations. Do refresher courses every month or
quarter.Undertake mystery shopper assessments so
that weaknesses can be identified and improved upon.
34. Inseparability
This characteristic explains that it is impossible to
distinguish between the service and the server. The
production of the service can’t be separated from its
consumption. A good example is a hair dresser. You
can’t really separate the hair dresser from the
cut/colour/blowdry. Similarly with a lecture, you can’t
separate the lecture from the lecturer.
35. How to help separate your service
from the server
Use copywriting – Describe in as much emotional
detail what your customer will get or how they will
benefit from using your service. That way, the benefit
of using your service becomes the primary
motivator. Highlight the individuality of each
employee, and what they bring to the service. This
again emphasizes the benefit of or the result of using
your service.
36. Inventory
This characteristic explains the last
difference between products and
services; that services can not be
stored. Unlike warehouses full of
products, service providers can’t
store services for future uses.
37. How to have stock to meet the de
mand of your service
Be strict with your time – Learn to say no. If you trade
hours or seats or haircuts or medical appointments, then
you need to learn the fine art of saying no. If you’re under-
pressure, then by not saying no, you lend yourself to being
inconsistent (over worked and over stretched), thus leading
to giving a bad experience.
Monitor demand – When demand fluctuates, it can be a
real challenge to keep your standards up. As a service
provider, you can’t order more of what you provide.
Monitor demand fluctuations in your business, perhaps,
they are seasonal, so take on staff or outsource as necessary.
38. Challenges for Services
Defining and improving quality
Ensuring the delivery of consistent quality
Designing and testing new services
Communicating and maintaining a consistent image
Accommodating fluctuating demand
Motivating and sustaining employee commitment
Coordinating marketing, operations, and human
resource efforts
Setting prices
Finding a balance between standardization versus
customization
46. Stages Of Economic Development
Preindustrial
Society
Industrial
Society
Post
Industrial
Society
47. The four Realms of an experience
Entertainment
(Movie)
Education
(language)
Estheticism
(Tourist)
Escapism
(Scuba diving )
Passive Active
Absorption
Immersion
Environmental
Relationship
Customer
Participation
48. Sources Of Service Growth
• Push theory of innovation(3M post it
notes )
• Pull theory of innovation(Cash mgmt
ac/ by Merrill Lynch )
Innovation
• Nuclear families
• Two income families
• Eating out ,day care ,time saving
services, recreational activities
Social
Trends
49. Five principles of Service
Experience Design
Theme
Mix in
memor-
abilia
Eliminate
Negative
cues
Engage
all five
senses
Positive
cues
50. O-Hare Chicago Parking
Here are several parking
options at O'Hare
International Airport
ranging from valet service
adjacent to the domestic
terminals to long-
term/economy parking. As
you approach the airport,
signs on the area roadways
will guide you to the
parking lots. Each floor is
painted with distintive
colour and plays a
distinctive music like rock
,classical etc.
Impressions with Positive Cues
51. O-Hare Chicago Parking
Short-Term Parking
The Main Parking Lot at O'Hare
International Airport is
recommended for parking of short
duration (less than three hours) or
daily parking when close access to
the terminals is preferred.
52. Valet Parking
Would you like your car to be waiting for you? Valet
parking is available in the main parking garage.
53. Economy Lots-Long-Term Parking
Long Term Parking (Economy)
Economy Lots E, F and G are recommended for long-
term parking. These lots offer the least expensive
parking rates and provide free transportation to the
terminals.
54. International Lot
International Parking Lot D
Use the International Parking Lot D for all passengers
arriving from or departing to many international
destinations.
60. Assignment-1
Form groups of 5 each
Take any one service industry and
explain the Service experience
design of it.
Be innovative……That’s the way to
be business….