Chapter 13: Designing & Managing Services

Distinctions

Characteristics

Improve!

Prevent Failures!

What is SERVICE?

• any act or performance one party can offer to another

• Intangible• does not result in the

ownership• production may or may not be

tied to a physical product

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5 Distinctions of Services

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Equipment or people-based Client’s presence

Delivery processes

Meet personal needs Varying objectives

4 Characteristics of Services

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Intangibility

Perishability

Inseparability

Variability

10 Recommendations to Improve Service Quality

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Listen!

Be reliable Basic ServiceService Design

Recovery

Surprise clients!

Be fair

Teamwork

Research

Servant Leadership

4 Ways to PREVENT Service FAILURES

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Re-Design

RightTechnology

Enhance customers’ role

CustomersHelp

Customers

Chapter 13: Designing & Managing Services

Distinctions

Characteristics

Improve!

Prevent Failures!