Scribd Logo
Unggah

Selamat datang di Scribd!

  • Service Mix

    Diunggah oleh

    Fatima Ali
    2K tayangan31 halaman
    This document discusses service mix and provides examples. It defines service and lists categories of service mix such as pure tangible goods, tangible goods with accompanying services, hybrid services, and pure services. It also describes characteristics of services such as intangibility, inseparability, variability, and perishability. The document then gives examples of the service mix for a hospital, restaurant, and cellular company. It concludes that providing a range of services helps organizations attract and retain customers through strong customer relationships.

    Deskripsi Asli:

    Hak Cipta

    © Attribution Non-Commercial (BY-NC)

    Format Tersedia

    PPT, PDF, TXT atau baca online dari Scribd

    Apakah menurut Anda dokumen ini bermanfaat?

    Apakah konten ini tidak pantas?

    Laporkan Dokumen Ini
    This document discusses service mix and provides examples. It defines service and lists categories of service mix such as pure tangible goods, tangible goods with accompanying services, hybrid services, and pure services. It also describes characteristics of services such as intangibility, inseparability, variability, and perishability. The document then gives examples of the service mix for a hospital, restaurant, and cellular company. It concludes that providing a range of services helps organizations attract and retain customers through strong customer relationships.

    Hak Cipta:

    Attribution Non-Commercial (BY-NC)
    Unduh sebagai PPT, PDF, TXT atau baca online dari Scribd
    Tandai sebagai konten tidak pantas
    2K tayangan31 halaman

    Service Mix

    Diunggah oleh

    Fatima Ali
    This document discusses service mix and provides examples. It defines service and lists categories of service mix such as pure tangible goods, tangible goods with accompanying services, hybrid services, and pure services. It also describes characteristics of services such as intangibility, inseparability, variability, and perishability. The document then gives examples of the service mix for a hospital, restaurant, and cellular company. It concludes that providing a range of services helps organizations attract and retain customers through strong customer relationships.

    Hak Cipta:

    Attribution Non-Commercial (BY-NC)
    Unduh sebagai PPT, PDF, TXT atau baca online dari Scribd
    Tandai sebagai konten tidak pantas
    dari 31

    SERVICE MIX

    Group members

    Fatima Ali
    Rashida Nasir Usman Qureshi Iqra Lodhi Madiha Qasim

    Bt-08-34
    Bt-08-48 Bt-08-71 Bt-08-82 Bt-08-83

    Table of contents

    What is service? Categories of service mix Characteristics of service mix Services quality management Brand strategies for service Product support service Example of hospital Example of restaurant Example of Ufone Conclusion

    Service
    A service is any act or performance one party can offer to other that is essentially intangible and doesn't result in the ownership of anything

    Service Industries

    Government sector: courts, employment services,hospitals,millitary,police,firedepartments,schools etc Private nonprofit sector: muesems,charities,churches,colleges,foundations,and hospitals Business sectors: airlines,banks,hotels,insurance companies,lawfirm,counseling firms etc Manufacturing sectors: computer operators,accountans and legal staff are the service providers

    Categories of service mix


    Pure tangible goods Tangible good with accompanying services Hybrid Major service with accompanying minor goods and services

    Pure services

    Characteristics of services
    intangibility

    inseparability

    variability

    perishability

    Characteristics of services
    Intangibility means that the services cannot be seen tasted ,felt, heard or smelled Services cannot be separated. It need both the provider and the client Quality of service depends upon who provide them, when and where, services are highly variable Services cannot be separated, so their perishability can be a problem when demand fluctuates

    Best Practices of Service Quality Management


    Strategic concept Top management commitment High standards Self service technology Monitoring system Satisfying customer and employee need

    Developing Brand Strategies for Services

    Choosing brand elements Establishing image dimensions

    Devising branding strategy

    Managing Product Support Services

    Thus far we have focused on service industries. No less

    important are product based industries that must provide a service bundle.

    Manufacturers of equipment small appliances, office

    machines, tractors, mainframes, airplanes all have to provide product support services. Product support service is becoming a major battleground for competitive advantage.

    Example of Hospital

    Ambulance services

    Service of medical store & Pharmacy

    Emergency Care

    Nursing services

    Surgery services

    Blood Bank services

    Example of Pizza Hut

    Restaurant service

    Service of Home Delivery

    Take away

    Example of

    SMS & Roaming service

    Block service

    Payment Service

    Utrack service

    Mobile internet / GPRS service

    MMS info service

    Conclusion

    Every organization should provide a range of

    services

    We know that customer attract when organization provides the range of services

    Services mix provide strong customer relationship

    Due to services mix customer will not switch to

    other organization

    Anda mungkin juga menyukai