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Justine Andrea C. Paredes

DESIGNING and MANAGING SERVICES Chapter 13 Kotler

Business Gesundheit & Medizin

CHAPTER 13: TOP 10 CONCEPTS DESIGNING AND MANAGING SERVICES Justine Andrea C. Paredes Ateneo School of Medicine and Public Health Wednesday May 12, 2010

Outline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010

Concept 1: Intangible Acts are Everywhere Business Government Private nonprofit Manufacturing and Retail Wednesday May 12, 2010

Concept 1: Intangible Acts are Everywhere ,[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010

Concept 2: Service Cocktail ,[object Object],[object Object],[object Object],Wednesday May 12, 2010 ,[object Object],[object Object],[object Object],[object Object]

Concept 2: Service Cocktail ,[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010 ,[object Object],[object Object],[object Object],[object Object]

Concept 2: Service Cocktail ,[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010

Concept 3: Service Features ,[object Object],[object Object],[object Object],Wednesday May 12, 2010 ,[object Object],[object Object],[object Object]

Concept 3: Service Features ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010

Concept 4: Application of Features ,[object Object],[object Object],[object Object],Wednesday May 12, 2010

Concept 5: Provider-Customer Tandem Wednesday May 12, 2010 Provider Failure? Improve Customer Relationship Present Customer Failure ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Concept 6: Holistic Marketing ,[object Object],[object Object],[object Object],Wednesday May 12, 2010

Concept 7: Filling the Gaps Wednesday May 12, 2010 Service Delivery External Communications

Concept 7: Filling the Gaps Wednesday May 12, 2010 Reliability Responsiveness Assurance Empathy Tangibles Service-Quality Specification

Concept 8: Best Practices ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Concept 8: Best Practices Wednesday May 12, 2010

Concept 10: Satisfying the Customer Wednesday May 12, 2010 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010

[object Object],[object Object],[object Object],[object Object],Conclusion Wednesday May 12, 2010

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DESIGNING and

1. CHAPTER 13: TOP 10 CONCEPTS DESIGNING AND MANAGING SERVICES Justine Andrea C. Paredes Ateneo School of Medicine and Public Health Wednesday May 12, 2010

4. Concept 1: Intangible Acts are Everywhere Business Government Private nonprofit Manufacturing and Retail Wednesday May 12, 2010

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16. Concept 7: Filling the Gaps Wednesday May 12, 2010 Service Delivery External Communications

17. Concept 7: Filling the Gaps Wednesday May 12, 2010 Reliability Responsiveness Assurance Empathy Tangibles Service-Quality Specification

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24. CHAPTER 13: TOP 10 CONCEPTS DESIGNING AND MANAGING SERVICES Justine Andrea C. Paredes Ateneo School of Medicine and Public Health Wednesday May 12, 2010

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