3 The Nature Of Services

“ Managers do not control the quality of the product when the product is a service . . . . The quality of the service is in a precarious state – it is in the hands of the service workers who ‘produce’ and deliver it.” -Karl Albrecht

The Nature of Services Customer Care Week Three

Objectives ,[object Object],[object Object],[object Object]

Learning Criteria ,[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object]

Unified Services Theory ,[object Object],[object Object]

Unified Service Theory Themes ,[object Object],[object Object]

The Special Characteristics of Services ,[object Object],[object Object],[object Object],[object Object]

Characteristics of Service Marketing

The Intangibility of Services (I) ,[object Object],[object Object],[object Object]

The Intangibility of Services (I) ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Intangibility of Services (II) ,[object Object],[object Object],[object Object],[object Object]

The Intangibility of Services (II) ,[object Object],[object Object]

The Inseparability of Services (I) ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Inseparability of Services (II) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Heterogeneity of Services (I) ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Heterogeneity of Services (I) ,[object Object],[object Object],[object Object],[object Object]

The Heterogeneity of Services (II) ,[object Object],[object Object],[object Object],[object Object]

The Heterogeneity of Services (II) ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Perishability of Services ,[object Object],[object Object]

The Perishability of Services ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Perishability of Services ,[object Object],[object Object],[object Object]

The Service Vision ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Seminar ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Expanded Marketing Mix for Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],The Expanded Marketing Mix for Services

The Service ‘Package’ ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Service ‘Package’ (cont…) ,[object Object],[object Object],[object Object],[object Object]

Services as a Service/Product Bundle Element Core Goods Example Core Service Example Business Burtons Business hotel Core Good/Service Business suits Room for the night Peripheral Goods Garment bag Bath robe Peripheral Service Deferred payment plans In house restaurant Variant Coffee lounge Airport shuttle

Seminar ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Starbucks Questions ,[object Object]

Seminar ,[object Object],[object Object],[object Object]

Next Week - Starbucks Distinctive Service Characteristics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

3 The Nature Of Services

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3 The Nature Of Services