SM 12.pptx

SM 12.pptx - Key Factors Leading to Provider Gap 2 The...

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Customer-Driven Service Designs and Standards Management Perceptions of Customer Expectations Key Factors Leading to Provider Gap 2- The service design and standard gap Gap 2
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11-2 Elements of Physical Evidence
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11-3 Examples of Physical Evidence from the Customer’s Point of View
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11-4
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11-5 Typology of Service Organizations Based on Form and Use of the Servicescape
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11-6 Roles of the Servicescape Package conveys expectations influences perceptions Facilitator facilitates the flow of the service delivery process provides information (how am I to act?) facilitates the ordering process (how does this work?) facilitates service delivery Socializer facilitates interaction between: customers and employees customers and fellow customers Cue of Hierarchial position Differentiator sets provider apart from competition in the mind of the consumer
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11-7
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11-8
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11-9 The Third Place
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11-10
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11-11 A Framework for Understanding Environment- User Relationships in Service Organizations
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11-12
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11-13 What Servicescape Influences Individual Behavior Social Interaction
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11-14 Behavior – Individual Behavior
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11-15 Social Interaction
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11-16 Internal Responses Cognition – Object Language Type of Office, décor, apparel worn Emotion -
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11-17 / distressing / gloomy / Pleasure
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11-18 Guidelines for Physical Evidence Strategy Recognize the strategic impact of physical evidence. Blueprint the physical evidence of service. Clarify strategic roles of the servicescape. Assess and identify physical evidence opportunities. Be prepared to update and modernize the evidence.
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MKT 402 Spring 2016
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Customer-Driven Service Designs and Standards Management Perceptions of Customer Expectations Key Factors Leading to Provider Gap 2- The service design and standard gap Gap 2
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