Professional Documents
Culture Documents
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Government Sector
Courts
Employment. Exchanges Services
Hospitals
Municipal Services
Post Office
Schools, Colleges etc
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Business Sector
Airlines
Banks Services
Insurance
Management
Consultants
Lawler's
Doctors
Motion Pictures
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Manufacturers
Computers Operators
Legal Staff Services
Accountants
Administrative Staff
Supportive Staff
Security Staff
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Services- another classification
Others
•Transportation Services
•Public Utilities •Security
•Communication •Printing
•Trading Services •Data-Processing
•Financial & Insurance •Speech Writing
•Real Estate Services •Educational
•Marketing Services •Training
•Govt Provided Services •Interior-Designing
•Engineering Services •Laundry
•Entertainment •Warehousing
•Business & Professional
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SERVICE DEFINED
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Need For Services & Products
Old Age Care
Senior Citizen
Home
Wheel Chair
Dental Care
Dental Chair
Dental Equipments
Photography
Camera
Films
Printing
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Pure Goods Service Pure
Goods related Related services
Bus-ticket
TV Banking
Car Financing
Hotel-food Legal
CAR Fan Warranty
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Pure Goods Service Pure
goods related Related services
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DISTINCTIVE
CHARACTERSTICS
OF SERVICES
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INVEN
TORY
INSEP AR AB ILI T
Y
INCONSISTENCY
INTANGIBILITY
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intangibility
No physical attributes
Nobody cares
Impossible to As much ..Taj
taste
feel
hear I’ve got a piece
smell before buying Of rock…
Prudential
Cant be easily displayed
Transform intangibility to
tangibility Paramjit sharma 13
intangibility
Nobody cares
No physical attributes As much ..Taj
Impossible to
taste
feel
hear I’ve got a piece
smell before buying Of rock…
Prudential
Cant be easily displayed
Macdonald ..the
Transform intangibility to
Family restaurant
tangibility
University Degree
tangible evidence of
knowledge acquired
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Tangibilising the Intangibles
Visualization
Association
Physical Representation
Documentation
People Involvement
Place Advantage
Promotion
Branding
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Tangibilising the Intangibles
Visualization
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Tangibilising the Intangibles
Association
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Tangibilising the Intangibles
Physical Representation
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Tangibilising the Intangibles
Documentation
People Involvement
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Tangibilising the Intangibles
Place Advantage
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Tangibilising the Intangibles
Promotion
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Tangibilising the Intangibles
Brandi ng
The family Restaurant
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Inconsistency
Variability & Heterogeneity in services
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Inconsistency
Different services
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Inconsistency
Performance of an Artist
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Strategies for Dealing With Inconsistency
Industrial Services
Establish Set Rules
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Strategies for Dealing With Inconsistency
Industrial Services
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Strategies for Dealing With Inconsistency
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inseparability
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inseparability
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Inventory
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Inventory
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Inventory
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Inventory
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Services cant be stored,saved or inventoried
Airlines
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Strategies for Dealing With Inventory (Perishability)
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Factors Influencing Customer
Perceptions of Service
Service Evidence of
Encounters Service
Service Quality
Perceptions
of
Service
Value Customer
Satis-
faction
Image Price
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Service Quality Spells Profits
Costs
Price
Premium
Service Customer
Quality Retention
Word of
Mouth
Profits
Market
Share
Sales
Offensive
Marketing Reputation
Price
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Three Roles Customers Can Play in Service Delivery
Service Delivery
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Approaches for
Matching Service Delivery and Promises
Reset
Customer
Expectations
Manage Manage
Horizontal Delivery > or = Service
Communications Promises Promises
Improve
Communica-
tions to
Customers
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Marketing strategies for service firm
7P,S….. 4i+People,Phy.Evidence,Process
Physical
Evidence..demonstrating service quality through Physical Evidence
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thanks
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