Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Inseparability
Heterogeneity
Perishability
1.1Intangibility: Services cannot be seen, felt, tasted or touched in the same manner as
physical goods can be sensed. Services are experiences that cannot be displayed like
products on exhibition by sellers or marketers. Services can simply be experienced. For
example, teachers provide a service that is intangible. You can't feel, touch, or taste the
service of teaching as shown in. However, it is possible to give tangible proof for the
quality of service, such as through state test scores.
1.4Perishability: Perishability refers to the fact that services cannot be saved, their
unused capacity cannot be reserved, and they cannot be inventoried. When the service
has been completely rendered, this particular service irreversibly vanishes as it has been
consumed by the consumer. Services that are not sold when they become available
cease to exist. For example, hotel rooms that go unoccupied for the evening cannot be
stored and used the next night.
marketing and fulfills this promise with the assistance of its employees through internal
marketing. The employees, in turn, deliver the promise to the customers through interactive
marketing. A business needs to assess how it will carry out each type of marketing, identify
the specific challenges and barriers among the three points of the triangle and implement a
plan to balance out these points.
Internal marketing
EMPLOYEES
Interactive marketing
External marketing
CUSTOMERS
2.2External marketing: It is setting the promise. External marketing goes from company
out to customers and prospective customers. This is the traditional form of business
marketing, showing customers how the services provided by company benefit them. In
an external marketing, marketers set the pricing policies and create awareness about the
products and design promotional strategies and techniques that help to attract the
customers towards their products and services.
2.3Interactive marketing: It is delivering the promise. The side of the triangle between
employees and customers is called interactive marketing. Interactive marketing involves
in the delivery of products or service to the customers and frontoffice employees of the
company. The goal is to have highly satisfied customers who become long-term, repeat
customers.
Service differentiation
Service quality
Service productivity
3.1Service profit chain: The service-profit chain is a powerful phenomenon that stresses
the importance of people both employees and customers and how linking them can
leverage corporate performance. The service-profit chain is an equation that establishes
the relationship between corporate policies, employee satisfaction, value creation,
customer loyalty, and profitability.
In order for customer service to drive profits, every link in your service-profit chain
Internal service quality, satisfied and productive employees, greater service, satisfied
and loyal customers, and healthy service profit and growth must be strong.
Reliability
re
Responsiveness
Assurance
Empathy
a)
b) Reliability: It refers to how the company are performing and completing their promised
service, quality and accuracy within the given set requirements between the company
and the customer. Reliability is just as important as a goof first hand impression, because
every customer want to know if their supplier is reliable and fulfill the set requirements
with satisfaction.
Providing service as promised
Dependability in handling customers service problems
Performing services right the first time
can increase the quantity of their service by giving up some quality. The provider can
"industrialize the service" by adding equipment and standardizing production. Finally, the
service provider can harness the power of technology. Although we often think of
technology's power to save time and costs in manufacturing companies, it also has great
and often untappedpotential to make service workers more productive.