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MBS507 Strategic Marketing Management
Designing & Managing Services
Best & Worst Service Experience?
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 13-2
qutoofrestaurant.com
For discussion today
1. How do we define and classify services and how do they differ from goods?
2. What are the new services realities?
3. How can we achieve excellence in services marketing?
4. How can we improve service quality?
5. How can goods marketers improve customer support services?
What is a Service?
A service is any act of performance that one party can offer 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.
Services are Everywhere
Figure 13.1 Continuum of Evaluation for Different Types of Products
Most high in experience & credence … riskyRely on WOM, physical cues, loyal due to high switching costs
[can evaluate before purchase]
[can evaluate after purchase]
[hard to evaluate even after consumption]
Pure tangible good Good with accompanying services Hybrid [equal parts – goods & services]
Service with accompany goods Pure service
Categories of Service Mix
waterlesscarwash.com; eisingerbrown.com
Service Distinctions
1. Equipment-based or people-based
2. Service processes
3. Client’s presence required or not
4. Personal needs or business needs5. Objectives [profit or nonprofit] and ownership [private or public]
Distinctive Characteristics of Services
Intangibility
Inseparability
Variability
Perishability
cannot be seen, tasted, felt, heard, or smelled before purchase
cannot be separated from providers
depends on who provide them; when, where & how
cannot be stored for later sale or use
Disneyland Paris
Pic soruce: seafrance.org
• Intangibility• Inseparability• Variability• Perishability
Begins with theme or benefitUse physical evidence & presentation
[Demonstrate service quality through]
Physical Evidence and Presentation
1. Place [traffic flow, waiting line]
2. People [adequately staffed]
3. Equipment [look modern]
4. Communication material [distinct benefit]
5. Symbols [Name & symbol suggest benefit]
6. Price [use incentive]
To demonstrate a “tangible” positioning, e.g. a “fast” bank
Inseparability
―Produced and consumed simultaneously―Provider is part of the service―Provider-client interaction
Variability
Depends on who, when, whereStandardize – use blueprint, flowchart, look out for fail pointsService guarantees reduce perception of risk
Variability: Increase quality control
1. Invest in good hiring and training procedures
2. Standardise the service performance process throughout the company; develop common definitions of what is expected
3. Monitor customer satisfaction using suggestion and complaint systems, customer surveys, and comparison shopping
Increasing Quality Control
Blue print or flow chart … SOP
Perishability
Fluctuating demand Manage demand versus supply… next slide
Matching Demand and Supply
Demand side
1. Differential pricing
2. Nonpeak demand [grow]
3. Complementary services [alternatives for waiting customers]
4. Reservation systems
Supply side
1. Part-time employees
2. Peak-time efficiency [focus on essential tasks]
3. Increased consumer participation
4. Shared services
5. Facilities for future expansion
1. Segmented pricing … non-preak
New Service Realities
CUSTOMER EMPOWERMENT: more sophisticated, demand for self-select elements through unbundled services; want control, communication (Internet), & participationCUSTOMER COPRODUCTION: Joint fulfillment of service; perceives more value & stronger connection
Figure 13.3
Root Causes of Customer Failure
Servicescape - physical environment
1. Netflix 2. Comcast - software 3. Wireless phone – reminders about overseas 4. Golf club behavior
Solutions to Customer Failures
1. Redesign processes and redefine customer roles to simplify service encounters
2. Incorporate the right technology to aid employees and customers
3. Create high-performance customers by enhancing their role clarity, motivation, and ability
4. Encourage customer citizenship where customers help customers
Figure 13.4
Types of Marketing in Service Industries
training and motivating employees to serve
Best Practices
1. Strategic Concept [need-satisfaction, customer obsession]
2. Top-Management Commitment [to service, not just financial]
3. High Standards [quality standards]
4. Self-Service Technologies
5. Monitoring Systems [audit both firm & competitors’ performance]
6. Satisfying Customer Complaints [satisfiers & dissatisfiers]
7. Satisfying Employees
Best practice
Ritz Carlton, Boston
Its unique culture starts with a motto: "We are ladies and gentlemen serving ladies and gentlemen." One of its remarkable policies is to permit every employee to spend up to $2,000 making any single guest satisfied.
– Forbes.com
Figure 13.5
Importance-Performance Analysis
customers rated 14 service elements or attributes of an automobile dealer’s service department
Improving Service Quality
Listening Reliability Basic service Service design Recovery
Surprising customers Fair play Teamwork Employee research Servant leadership
10 key things to do
Figure 13.6 Service-Quality Model [Gaps]
Determinants of Service Quality
Reliability: ability to perform the promised service dependably and accurately
Responsiveness: Willingness to help customers and provide prompt service
Assurance: knowledge and courtesy of employees and their ability to convey trust and confidence
Empathy: provision of caring, individualized attention to customers
Tangibles: appearance of physical facilities, equipment, personnel, and communication materials
Customer Worries
Failure frequency
Downtime
Out-of-Pocket Costs
Example: speed of repair of machinery; provision of a loaner
Example: expenditure on regular maintenance and repair costs
Example: frequency of break down
For Review and reflection…
How do we define and classify services and how do they differ from goods?
What are the new services realities? How can we achieve excellence in services
marketing? How can we improve service quality? How can goods marketers improve customer
support services?
Malhotra DVD Case 19.1 Marriot
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