MARKMA Chapter 13 Visual Model (FINAL)
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The document defines service as any act or performance provided by one party to another that does not result in ownership. It notes that services are intangible, may or may not be tied to a physical product, and their production and consumption are often inseparable. The document also lists characteristics of services like intangibility, perishability, and variability, and provides recommendations for improving service quality such as listening to customers, encouraging teamwork, and designing services appropriately.
MARKMA Chapter 13 Visual Model (FINAL)
- 2. What is SERVICE? any act or performance one party can offer to another Intangible does not result in the ownership production may or may not be tied to a physical product ph.linkedin.com/in/akeeldalisay
- 3. 5 Distinctions of Services May require Equipment or people-based clients presence Delivery processes Meet personal needs Varying objectives ph.linkedin.com/in/akeeldalisay
- 4. 4 Characteristics of Services Intangibility - Cannot be seen, smelled, heard, touched, tasted Inseparability - Production and consumption are inseparable Baryability Perishability - Varies depending on who provides it - Cannot be stored ph.linkedin.com/in/akeeldalisay
- 5. 10 Recommendations to Improve Service Quality Recovery Be fair Research Surprise clients! Servant Leadership ph.linkedin.com/in/akeeldalisay
- 6. 10 Recommendations to Improve Service Quality Service Design - Do what youre supposed to do Listen to your customers Encourage teamwork Be REALiable Basic Service - Holistic view ph.linkedin.com/in/akeeldalisay
- 7. 4 Ways to PREVENT Service FAILURES Right Re-Design Technology Customers Help Customers Enhance customers role ph.linkedin.com/in/akeeldalisay
Editor's Notes
- Equipment or people-based Can be delivered