Chapter 13 - Designing and Managing Services

1. Designing and Managing
Services
Jan Lorenz Encarnacion

2. Outline
• #Action
• #I2VP
• #MarkServe
• #BestPractices
• #PrePost

3. #Action
• Service is any act of performance
• One party can offer to another
• Essentially intangible
• Does not result in ownership
• May or may not be tied to a product

4. #I2VP
• Intangibility
• Inseparability
• Variability
• Perishability

5. #MarkServe
• New realities in the 21st century
• Customer empowerment
• Customer co-production
• Satisfy both employees and customers

6. #BestPractices
• Strategic Concept
• Top-Management Commitment
• High Standards
• Self-Service Technologies
• Monitoring Systems
• Satisfying Customer Complaints
• Satisfying Employees

7. #PrePost
• Addressing customer worries
• Failure Frequency
• Downtime
• Out-of-PocketCosts

8. Outline
• #Action
• #I2VP
• #MarkServe
• #BestPractices
• #PrePost

9. Designing and Managing
Services
Jan Lorenz Encarnacion