Service Innovation & Design.pptx - Service Innovation Design By Dr Arijit Santikary Provider Gap 2 CUSTOMER COMPANY Customer-driven service designs

Service Innovation & Design.pptx - Service Innovation...

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Service Innovation & Design By Dr. Arijit Santikary
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CUSTOMER COMPANY Gap 2: The Service Design and Standards Gap Customer-driven service designs and standards Company perceptions of customer expectations Provider Gap 2
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Key Factors Leading to Provider Gap 2
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Service Innovation and Design Challenges of Service Innovation and Design Important Considerations for Service Innovation Types of Service Innovations Stages in Service Innovation and Development Service Blueprinting: A Technique for Service Innovation and Design
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5 Product - the first ‘P’ Decisions related to a product may include the following- The Concept or core benefit Product features- part of the Augmented Product Brand name- constituting the Differentiated Product
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For instance, the concept for a service product may be “to provide domestic help in the form of maid servants to customers”. The features of the service product may be a contract between the customer and the company providing this service. The brand name for the service may be the name of the company itself. Assume that it is “Helpline Domestic Services”. 6 An Example of a Service Product
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SERVICE CONCEPT- Service concept is defined as what the company does and what its customers can expect from the service. The service concept has four attributes as follows:
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Service Components Service package : Bundle of goods and services provided to customers- Helps manager design package consistent with Target Group. Supporting facility : Physical resources to be in place before service is offered. Example: Building for an airport Facilitating goods: Materials purchased/consumed by buyers. Example: Burger from Subway Explicit services: Benefits readily observable by senses.
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