Service Marketing 10MBAMM314 Syllabus Module I Introduction to services: What are services‚ Why service marketing‚ Difference in goods and service in marketing‚ Myths about services‚ Concept of service marketing triangle‚ Service marketing mix‚ GAP models of service quality Module II Consumer behaviour in services: Search‚ Experience and Credence property‚ Customer expectation of services‚ Two levels of expectation‚ Zone of tolerance‚ Factors influencing customer expectation of services Customer
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QUALITATIVE SERVICE PRODUCTIVITY Methodology for the Analysis and Optimization of Service Productivity considering qualitative Factors © Fraunhofer QUALITATIVE SERVICE PRODUCTIVITY Objectives and Methodology Qualitative Factors in Service Productivity Methodology for the Analysis and Optimization of Qualitative Service Productivity Key Performance Indicators for Qualitative Service Productivity Measurement Example Conclusion and Next Steps © Fraunhofer Objectives
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The tertiary sector of the economy (also known as the service sector or the service industry) is one of the three economic sectors‚ the others being the secondary sector (approximately the same as manufacturing) and the primary sector (agriculture‚ fishing‚ and extraction such as mining). The service sector consists of the "soft" parts of the economy‚ i.e. activities where people offer their knowledge and time to improve productivity‚ performance‚ potential‚ and sustainability‚ what is termed affective
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With the advent of new modern era the management of dynamic service organizaions undersatnd the new economics of services‚ frontline workers and customers are the key focus areas to maximize profits in this new service paradigm through human capital investment‚ technological advancement which supports frontline employees‚ advanced recruitment and training process and benefits all together linked with the performane of employee at every level with a vision to get a competitive edge in the market to
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Welcome to Service Management Chapter 01 Role of Services in an Economy James Fitzsimmons Seay Professor of Business Emeritus University of Texas at Austin McGraw-Hill/Irwin Service Management: Operations‚ Strategy‚ and Information Technology‚ 6e Copyright © 2008 by The McGraw-Hill Companies‚ Inc. All Rights Reserved. Learning Objectives Identify traits that all services have in common. Discuss the central role of services in an economy. Identify and differentiate the five stages of economic
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Customer Service Research Paper Before I get into further analysis of my own personal experience‚ I am going to explain about different characteristics that are involved in customer service. Most businesses will tell you that quality customer service is the keystone to success. An essential component of outstanding customer service is the possession of a great staff. Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent‚ smaller businesses
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1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations‚ public organisations and third sector organisations. Please ensure you provide a description for each organisation‚ rather than a list. Organisation type Name of organisation Description of products and services Commercial organisation Zara Fashion chain focusing on sell
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hazards and risks Minimizing events that could lead to injury Reduced costs of claims Assessment activity 3: Identify and approve financial and human resources for the effective operation of the OHS system What are some examples of financial and human resources necessary to ensure the effective operation of the OHS system? Financial and human resources are necessary to effectively establish that Baseline statutory requirements are being met The organisations policy statements are being met
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Contents BACKGROUND 2 Methods 3 Observations 3 Interviews 4 Data analysis 5 Results 5 Observational Results 5 Observed waiting time and service delivery time at different service stations 6 Socio-demographic characteristics of respondents 6 OPD clinics: patient experiences at the entrance gate‚reception and medical records 6 OPD clinics: consultation waiting time 7 OPD clinics: complaints and recommendations 7 Interviews with patients at the laboratory 8 Patient satisfaction
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Introduction to Services Marketing In general‚ goods can be defined as objects‚ devices‚ or things‚ whereas products refer to both goods and services. A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product. The distinction between goods and services is not perfectly clear. Service is the sum of all encounters between a customer and a service provider
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