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SU2- Flower of Service, Service Distribution - Coggle Diagram
SU2- Flower of Service, Service Distribution
Flower of service
Element
Supplementary
Facilitating- required
Info
Order-taking
Billing
Payment
Enhancing- value-adding
Consultation
Hospitality
Safekeeping
Exceptions
Core
Delivery
Options/Channel
Physical/personal
Cust visits service sit
Service provider goes to cust
Considerations
Location
Strategic
Tactical
Opening hours
Remote- online
Usage determinants
Convenience
Search ease
Wider selection
Better price
24/7 service
Prompt delivery
Process
Schedule
Nature
Cust role
Service
Franchising- outsource core offering
Pros
Expansion without high capital investment
Highly motivated franchisee
Cons
Control loss- delivery system, cust experience, quality
Conflict
Management- strict contracts
Alternative- licensing