Please enable JavaScript.

Coggle requires JavaScript to display documents.

H208: Lesson 8 - 12 (L10: Service Delivery Technology (Factors to consider…

- - - - Customer inputs (information, materials) are necessary for an adequate outcome, but the service firm provides the service
      - Client inputs customise a standard service
    - - Active client participation guides the customised service
      - Customer inputs are mandatory and co-create the outcome
    - - Service is provided regardless of any individual purchase. Payment may be the only required customer input.
      - Products are standardised
  - - - Wide distribution
      - Quick customer feedback
      - Customer experience
      - Saves cost & manpower
      - Low cost per interaction
      - Ability to track & improve service quality in real time
      - Consistent delivery for standardised services
      - Company viewed as technology-advanced (forward-looking)
    - - May be costly to setup
      - Lower interpersonal touch
      - Often require customers to be proactive, hence may require changes in consumer behaviour
      - Security concerns
      - Technology may not be readily available
- - - - Personal Needs
      - Belief about "What is possible"
      - Explicit & Implicit service promises. Word - of - mouth. Past Experience
    - - Predicted Services: level of service customers anticipated receiving. If this is HIGH, then adequate service will HIGH too.
      - Perceived Service Alterations
      - Situational Factors
  - - - Credibility, security, competence, courtesy
    - - appearance of physical facilities, equipment, personnel and communication
    - - Ability to perform the promised service dependably & accurately
    - - Caring, individualised attention the firm provides its customers, approachability and ease of contact (easy access) and communicating to customers.
    - - Willingness to help customers and provide prompt service
- - - - Understand Fail Points
      - Build Marketing Muscle
      - Customers Focus
    - - Meaningful to the customer
      - Easy to invoke
      - Easy to understand & communicate
      - Easy to collect
      - Unconditional
      - Credible
    - - Specific Guarantee
      - Multiple Attribute
      - Single Attribute
      - Full Satisfaction Guarantee
- - - - Front stage actions by customer contact personnel
      - Line of visibility
      - Line of Interaction
      - Backstage actions by customer contact personnel
      - Customer Actions
      - Support processes involving other service personnel
      - Physical Evidence for front stage activities
      - Support processes involving information technology
    - - Show how customers and employees interact and the support by backstage activities & systems
      - Highlight possible fail points, take preventive measures, prepare contingency
      - Differentiate between what customers experience front stage & the activities of employees & support processes back stage
      - Pinpoint stages in the process customers commonly have to wait.
- - - - Feedback from Staff
      - Focus Group Discussions
      - Surveys
      - Service Review
    - - Unsolicited Comments
      - Feedback cards
- - - - Outcome Failure
      - Process Failure
  - - - Interactional Justice
      - Outcome Justice
      - Procedural Justice
    - - Taught
      - Planned
      - Proactive
      - Empowered