Professional Documents
Culture Documents
Must relate marketing opportunities to firms resources (physical, financial, technological, human) Identify, evaluate firms marketing assets
Customer portfolio/lifetime value (customer equity) Market knowledge Marketing implementation skill Product line Competitive positioning strategies Brand reputation (brand equity) Physical facilities, equipment Technology and systems (especially IT) Human resources (numbers, skills, productivity) Leverage through alliances and partnerships Potential for customer self service Cost structure
Service Design Involves Matching Marketing Concept with Operations Concept (Fig. 4.1)
Corporate Objectives and Resources
Marketing Assets
(Customer Base, Mkt. Knowledge, Implementation Skills, Brand Reput.)
Operating Assets
(Facilities/Equipment, IT Systems, People, Op. Skills, Cost Structure)
Shostacks Molecular Model of a Total Market Entity - Passenger Airline Service (Fig. 4-2)
Distribution Price Service
frequency
Vehicle
Transport
In-flight service
In mature industries, core products often become commodities Supplementary services help to differentiate core products and create competitive advantage by:
facilitating use of the core service enhancing the value and appeal of the core
Core and Supplementary Product Design: What Do We Offer and How Do We Create and Deliver It?
Process
What Should Be the Core and Supplementary Elements of Our Service Product? How is our core product defined and what supplementary
elements currently augment this core? What product benefits create the most value for customers? Is our service package differentiated from the competition in ways that are meaningful to target customers? What are current levels of service on the core product and each of the supplementary elements? Can we charge more for higher service levels on key attributes (e.g., faster response, better physical amenities, easier access, more staff, superior caliber personnel)? Alternatively, should we cut service levels and charge less?
Core and Supplementary Services in a Luxury Hotel (Offering Guests Much More than a Cheap Motel!)
Reservation Cashier Business Center A Bed for the Night in an Elegant Private Room with a Bathroom Valet Parking Reception Baggage Service
Cocktail Bar
Entertainment/ Sports / Exercise
Restaurant
What Happens, When, and in What Sequence? The Time Dimension in the Augmented Service Product
Reservation Parking Check in USE ROOM Get car Check out Phone USE GUESTROOM OVERNIGHT Porter Meal Pay TV Room service
Pre Visit
Consultation Order-Taking
Exceptions
KEY:
Hospitality Safekeeping
Core
Customers often require information about how to obtain and use a product or service. They may also need reminders and documentation
Core
Many goods and services must be ordered or reserved in advance. Customers need to know what is available and may want to secure commitment to delivery
Core
How much do I owe you? Customers deserve clear, accurate and intelligible bills and statements
Core
Customers may pay faster and more cheerfully if you make transactions simple and convenient for them
Core
Value can be added to goods and services by offering advice and consultation tailored to each customers needs and situation
Core
Customers who invest time and effort in visiting a business and using its services deserve to be treated as welcome guests (after all, marketing invited them there!)
Core
Customers prefer not to worry about looking after the personal possessions that they bring with them to a service site. They may also want delivery and after-sales services for goods that they purchase or rent
Core
Customers appreciate some flexibility in a business when they make special requests. They expect it when not everything goes according to plan
European
Shuttle
Platinum: Mission Critical On-site service 24/7, two-hour response; telephone support 24/7, onsite parts replacement; additional services available Gold: Business Critical Onsite service Mon-Fri 8am-8pm, four-hour response; telephone support 24/7; onsite parts replacement Silver: Basic Support
New Service Development: A Hierarchy of New Service Categories Major service innovations--new core products
for previously undefined markets
Major process innovations--using new processes to deliver existing products and offer extra benefits Product line extensions--additions to current product lines Process line extensions--alternative delivery procedures
New Service Development: Physical Goods as Source of Service Ideas Customers can rent goodsuse and return for a
fee instead of purchasing them
Customers can hire personnel to operate their own or rented equipment Any new durable product may create need for after-sales services (possession processing)
Shipping Installation Problem-solving and consulting advice
(Fig. 4-7)
Service Development through Delivery Options: Alternative Meal Service Formats (Fig. 4-8)
Fast-Food Restaurant (Eat In) Drive-In Restaurant (Take Out) Home Delivery
See sign Park and enter Order meal, and pay Pick up meal Find table and eat Clear table and leave
See sign
Telephone Restaurant
Eat
Home Catering
Eat
Food-related services
Lounge facilities Services (e.g., reception)
Organizational factors
Strong interfunctional cooperation and coordination Internal marketing to educate staff on new product and its competition Employees understand importance of new services to firm