EPGDMS Term 2 - MM - 13 - Designing Managing Services.pptx - Designing and Managing Services Tutored by Prof Sunil D Anto Learning Agenda Define and

EPGDMS Term 2 - MM - 13 - Designing Managing Services.pptx...

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Designing and Managing Services Tutored by : Prof. Sunil D’ Anto
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Learning Agenda Define and classify services and how do they differ from goods Marketing of services Methods for improvement of service quality How do service marketers create strong brands ? How can goods marketers improve customer support services ?
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What is a Service? A service is any act of beneficial 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 .
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Distinctive Characteristics of Services Intangibility Inseparability Variability Perishability
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Service Sectors Government Private nonprofit Manufacturing Business Retail
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General Motors’ OnStar Service
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Categories of Service Mix Pure tangible good Pure tangible good Good w/ accompanying services Good w/ accompanying services Hybrid Hybrid Service w/ accompanying goods Service w/ accompanying goods Pure service Pure service
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  • Fall '16
  • ajay goel
  • Service system

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