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10 Cards in this Set
- Front
- Back
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Distribution in a Services Context Experiences, performances and solutions are not being physically shipped and stored More & more informational transactions are conducted by electronic ¬ physical channels |
Information & Promotion Flow get the customer interested in buying the service
Negotiation Flow -sell the right to use a service Product Flow-develop a network of Local Sites |
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Type of Customer-Service Organization Interaction |
Customer goes to Service Org § MOA Arena § Mind Museum § David’s Salon § Jollibee § NAIA Service Org goes to Customer § Hizon’s Catering § Event Host § FedEx, 2Go, LBC § Lazada, Amazon Customer & Service Org transact remotely § Visa / MasterCard § Netflix, iFlix § iWant TV § Spotify 1 |
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Customer goes to Service Org Important aspects when customer has to be physically present |
Convenience of Service Factory Locations and Operational Schedules |
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Unavoidable when object of service is immovable; More expensive and time-consuming for service provider |
Service Org goes to Customer |
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Place (Location) Decisions in Service Delivery Key determinants to locating a Service Facility |
Cost, Productivity Access to Labor |
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First step in Place (Location) Decisions in Service Delivery |
Understanding.... 1. Customer Needs and Expectations, 2. Competitive Activity 3. Nature of the Service Operation |
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Service Distribution Channel Options |
1. “Ministores” – creating many small service factories to maximize geographic coverage (e.g., ATM network) 2. Separating front &back stages of operation (e.g., Food Bazaars) 3. Purchase space from another provider in a complementing field (e.g., Master Siomai booths at MRT Stations) 4. Multipurpose Facilities – proximity to target customers |
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Locational Contraints |
Operational Geographic Need for Economies of Scale |
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Time Decisions in Service Delivery Recent Trends in Service Delivery Operations |
§ Banking Hours extended (3pm), even Sun § Mall / Retailing Hours extend during Peak Season (e.g., Special Sales during Payday, Christmas, Back-to-School) § Govt Offices offer “No Lunch Break” service § interrupted reg TV programming sched give way Breaking News/continuing News Covrage § Video on Demand and streaming services (e.g Netflix, Spotify) made entertainment more flexible and no longer confined to specific schedules |
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E-Services: Trends and Developments |
more known as Self-Service Technologies SSTs Use of mobile platforms and development of mobile apps for just about anything have allowed consumers more options to avail of certain services. Bottomline: CONVENIENCE & EFFICIENCY |
