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  • Service Concept

    Diunggah oleh

    Manish Kumar Lodha
    26 tayangan7 halaman
    SERVICE is an identifiable intangible activity or a process designed to fulfill certain expectation of the customer / consumer. ATTRIBUTES OF SERVICE Intangibility Inseparability of Receiver and Provider Storage inconsistency Every service experience is different the inconsistency occurs due to different service providers performing at different times.

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    SERVICE is an identifiable intangible activity or a process designed to fulfill certain expectation of the customer / consumer. ATTRIBUTES OF SERVICE Intangibility Inseparability of Receiver and Provider Storage inconsistency Every service experience is different the inconsistency occurs due to different service providers performing at different times.

    Hak Cipta:

    Attribution Non-Commercial (BY-NC)
    Unduh sebagai PPTX, PDF, TXT atau baca online dari Scribd
    Tandai sebagai konten tidak pantas
    26 tayangan7 halaman

    Service Concept

    Diunggah oleh

    Manish Kumar Lodha
    SERVICE is an identifiable intangible activity or a process designed to fulfill certain expectation of the customer / consumer. ATTRIBUTES OF SERVICE Intangibility Inseparability of Receiver and Provider Storage inconsistency Every service experience is different the inconsistency occurs due to different service providers performing at different times.

    Hak Cipta:

    Attribution Non-Commercial (BY-NC)
    Unduh sebagai PPTX, PDF, TXT atau baca online dari Scribd
    Tandai sebagai konten tidak pantas
    dari 7

    SERVICE CONCEPT

    Presented To: Prof. Rakesh Bhatnagar Presented By: Manish Kumar Lodha

    SERVICE
    Service is an identifiable intangible activity or a process designed to fulfill certain expectation of the customer/consumer

    ATTRIBUTES OF SERVICE
    Intangibility

    Inseparability

    of Receiver & Provider

    Storage

    Inconsistency

    ATTRIBUTES OF SERVICE
    Intangibility

    They lack physical existence They can be seen being delivered and being received by the customer but can not be displayed

    Inseparability

    of Receiver & Provider

    Service process can not be executed unless both are present at the site of service delivery

    CONT.
    Storage

    Service being intangible cannot be stored like good

    Inconsistency

    Every service experience is different the inconsistency occurs due to different service providers performing at different times

    SERVICE QUALITY MODEL

    Customer Expectation

    Service Quality

    Customer Perceived Standard

    Functional Core Objective Component

    Added Features Component Servicing the Objective

    THANK YOU

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