Markma v.m. edited final
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The document discusses key aspects of designing and managing services. It defines what a service is, outlines 4 characteristics of services including intangibility, inseparability, perishability, and variability. It also lists 5 distinctions of services and 10 recommendations for improving service quality such as being reliable, listening to customers, and enhancing customers' roles. Finally, it presents 4 ways to prevent service failures like utilizing the right technology, re-designing processes, and getting customers to help prevent failures.
Markma v.m. edited final
- 1. Chapter 13: Designing & Managing Services Characteristics Improve! Prevent Failures! Distinctions
- 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 Equipment or people-based Clients presence Delivery processes Meet personal needs Varying objectives ph.linkedin.com/in/akeeldalisay
- 4. 4 Characteristics of Services Intangibility Inseparability Perishability Variability ph.linkedin.com/in/akeeldalisay
- 5. 10 Recommendations to Improve Service Quality Service Design Be reliable Basic Service Recovery Listen! Teamwork Research Be fair Surprise clients! Servant Leadership ph.linkedin.com/in/akeeldalisay
- 6. 4 Ways to PREVENT Service FAILURES Right Technology Enhance customers role Re-Design Customers Help Customers ph.linkedin.com/in/akeeldalisay
- 7. Chapter 13: Designing & Managing Services Characteristics Improve! Prevent Failures! Distinctions
Editor's Notes
- Equipment or people-based Can be delivered