Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Service Culture
The Critical Importance of Service
Employees
They are the service
Internal Environment
Source of conflict
Develop
Treat Customer-
Retain the people to
employees as
best
Oriented Empower
deliver
customers Service employees
people service
Delivery quality
Include Provide
employees in needed support Promote
the company’s systems teamwork
vision
Develop Measure
service-oriented Provide internal service
internal supportive quality
processes technology and
equipment
Customers’ Roles in Service Delivery
Customers’ Roles
Competitors
Strategies for Enhancing Customer
Participation
Effective
Customer
Participation
Delivering Service Through Intermediaries
and Electronic Channels
Service Distribution
Electronic Channels
Service Provider Participants
Direct Delivery of Service
creates the service concept
(like a manufacturer)
Electronic Channels
all forms of service provision through electronic means
e.g., ATMs
Benefits and Challenges in Electronic
Distribution of Services
Benefits:
Consistent delivery for standardized services
Low cost
Customer convenience
Wide distribution
Quick customer feedback
Challenges:
Price competition
Inability to customize with highly standardized services
Lack of consistency due to customer involvement
Changes in consumer behavior
Security concerns
Competition from widening geographies