Professional Documents
Culture Documents
Decline in manufacturing
Rising standards New service ideas International opportunities
Production
Induce Trial
Post-production Marketing
Demonstrate Benefits
Consumption
Source: L. Berry
Post-sale Marketing
Production Consumption
Strong influence
Weak influence
Source: L. Berry
Simultaneous consumption
Perishability Lack of ownership Variability Inseparability
Names: Zeithaml, Bitner, Lovelock, Berry, Parasuraman, Rust
Process
The processes, procedures or operations which give access to the output (e.g. to call the bank, to connect to Internet)
Output
The fulfilment of the primary customer need (e.g. to eat, to sleep, to go from A to B)
People
Target Market
2. Product development
3. Communications
Product Brand
Customer Relationship
Core proposition
Core proposition
Time
Service Description
Customer Relationship
Seeking Information
Sales points
Sale
Termination calls
Low Contact time Customisation Discretion Product Focus Back room oriented
Mass Services
High
Core
Supplying and Oil waste Consultancy financing management service workshop and collection for technical equipment service support marketing etc.
Intangible part of product
Models of service 1
High product content
Service sold as an emotional reassurance of enduring product performance (e.g. washing machine maintenance)
Core
PRODUCT FEATURES
Models of service 2
Service used to differentiate a product
Emotional Augmented
Core
Service Features
Service packaged as an integral part of the offer in order to differentiate or add value (e.g. preventative maintenance of computer systems)
PRODUCT FEATURES
Models of service 3
Low margin product sold through a service environment
Emotional features Image and environmental design Service positioning Access to objectives Technology the service support People behaviour Process integrity Product offering
Product is sold through a service infrastructure which appeals to a particular segment (e.g. fast food or supermarkets)
SERVICE FEATURES
Models of service 4
Service only or Added Value offering
The companys proposition is almost entirely without product content (e.g. management consultancy)
Core
Molecular modelling
Airlines
Distribution Price
service frequency
vehicle
in-flight service
Low
Low
High
The Work
Word of mouth
Repurchase or referral
Reputation
Brand Amplification
Measurement