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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 May requireclient’s presence
Delivery processes
Meet personal needs Varying objectives
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4 Characteristics of Services
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Intangibility- Cannot be seen, smelled, heard, touched, tasted
Perishability- Cannot be stored
Inseparability- Production and consumption are inseparable
“Barya”bility- Varies depending on who provides it
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10 Recommendations to Improve Service Quality
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Recovery
Surprise clients!
Be fairResearch
Servant Leadership
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10 Recommendations to Improve Service Quality
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Listen to your customers
Be REALiable
Basic Service- Holistic view
Service Design- “Do” what you’re supposed to do
Encourage teamwork
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4 Ways to PREVENT Service FAILURES
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Re-DesignRightTechnology
Enhance customers’ roleCustomers Help Customers
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