Call Girls In Panjim North Goa 9971646499 Genuine Service
Designing and Managing Services
1. Services are classified on the basis of:
•Degree of involvement of the customer:
•People Processing
•Possession Processing
•Mental Stimulus Processing
•Information Processing
Marketing of Services:
2. Services classification (Cont.):
Degree of tangibility:
• Highly Tangible
•Service Linked to
tangible goods
• Tangible goods linked to services
•Highly Intangible
(Pure service)
3. Classification on the basis of skills
& Expertise:
•Professional services
•Non-professional services
Services classification (Cont.):
4. Services classification (Cont.):
Classification on the basis of business
orientation:
•Non profit Organization.
•Commercial Organization.
Classification on the basis of End-user:
•Consumer Services.
•B2B/Industrial Services.
11. Service gaps:
Gap between customer expectation & management
perception
Gap between management perception & service
quality specification
Gap between service quality specification & service
delivery
Gap between service delivery & external
communication
Gap between perceived service & expected service
12.
13. Determinants of service quality
(SERVQUAL):
Reliability
Responsiveness
Assurance
Empathy
Tangibles
21. 13-21
Marketing Debate
Is Service Marketing Different
From Product Marketing?
Take a position:
1. Product and service marketing are
fundamentally different.
2. Product and service marketing are highly
related.