Professional Documents
Culture Documents
By
Pranjal Srivastava
Jaishree Chani
Supriya Singh
Soumyakanti Banerjee
What is a service ?
An act or
performance created
by one party to
another.
Economic activities
that create values
and provide benefits
to customers or end
users.
Characteristics of a
Service
Intangibility
Perishability
Inseparability
Heterogeneity
Ownership
Simultaneity
Quality
Measurement
Nature Of Demand
Service Businesses
A service business is
the management of
organizations whose
primary business
requires interaction
with the customer to
produce the service.
Facilities Based
Services: Where
the customer must
go for the service
facility.
Field Based
Services: Services
are produced and
consumed in the
customers
environment.
Service Design
service package,
which is a bundle of
goods and services
produced.
Bundle consists of:
Supporting Facility
Facilitating Goods
Information
Explicit Services
Implicit Services
Degree of Customer
Contact
Physical presence of
the customer in the
system and the
percentage of time the
customer spent relative
to the total time taken
to produce a service.
Low Degree of
Customer Contact:
Systems are structured
and pre-defined.
High Degree of
Customer Contact:
Customer affects the
time of demand,
nature of service and
also the quality.
Buffered
core (none)
Permeable
system (some)
Reactive
system (much)
Face-to-face
loose specs
Internet &
on-site
Mail contact technology
Low
Phone
Contact
Low
Face-to-face
total
customization
Face-to-face
tight specs
High
Applying Behavioural
Sciences to Service
Encounters
Service BluePrinting
Characteristics of a Well
Designed Service System
Suggestions
Suggestions