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Chapter 9 - Service Strategy - • Rackspace • IBM •...

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CHAPTER 9 SERVICE STRATEGY
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SERVICE STRATEGY Characteristics of Services Service Continuum Capacity Management Concentrated Service Niches Service Gaps Major Services
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CHARACTERISTICS OF SERVICES Produced and consumed at the same time More variability in quality control Intangible No inventory with services
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SERVICE CONTINUUM Pure Product Beer Hybrid Restaurant Pure Service Lawyer
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CAPACITY MANAGEMENT Examples Hotel weekend specials Travel in Europe in low season Ski resorts in March Matching supply and demand for services
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CONCENTRATED SERVICE NICHES USAA Military Market Lending Tree Online lending Enterprise Transportation needs
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SERVICE GAPS Knowledge gap Delivery gap Communication gap
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MAJOR SERVICES Internet Services Professional Services Health Services
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INTERNET SERVICES Computer Services Cloud services Dating services
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COMPUTER SERVICES Company Service Office Depot Tech Depot Best Buy Geek Squad Staples Staples Easy Route
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CLOUD SERVICES Amazon.com Salesforce.com
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Unformatted text preview: • Rackspace • IBM • Google DATING SERVICES Company Focus MeetMoi Mobile Dating Service Eharmony TV Ads PlentyofFish Free Dating Site PROFESSIONAL SERVICES • Lawyers • Doctors • CPAs MAJOR CPA SERVICES • Auditing • Taxes • Consulting SIMPLE LEGAL SERVICES • Simple wills • Simple tax filing • Uncontested divorces PROFESSIONAL SERVICES CHANGES • Lawyers Price Fixing • CPA’s Soliciting Competitors’ Business • Doctors Advertising HEALTH SERVICES • Doctors • Hospitals and clinics • Medical drugs • Medical insurance DOCTOR SERVICES • Primary Care • Surgeons • Obstetricians • Ophthalmologists ONLINE DOCTOR APPOINTMENTS 2005 6% 2010 16% HOSPITALS AND CLINICS • Large hospitals • Clinics • Emergency centers • Minor health centers MEDICAL DRUGS • Patent drugs • Generic drugs • Over-the-counter drugs MEDICAL INSURANCE • Medicare • Medicaid • Insurance providers...
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