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Session-I - Coggle Diagram
Session-I
Service
What it is ?
material given is not of prime importance
treatment of customer or something belonging to customer
economic activity that creates form, time, place utility
Characteristics
Intangible
heterogenous
Perishable
Inseparable
Lack of ownership
human element
Importance
service sector growth 30-60 from 1950
agriculture 50 to 14
industry 18 to 27
Factors responsible for growth
Methodologies
Time perspective
Axial principle
Human uniqueness
Labor
Innovation in Technology
Urbanization
Increase in per capita
Globalization
Symbiotic growth with manufacturing
Triple Bottom Line
Customer
Ease of usage
Employee
Ease of working
Organization
Ease of growth
SOM
Definition
Sustain the inequality thru the value chain
achieve this thru effective service design and efficient service encounter
Impact
Cost
Operating efficieny
Profit
Revenue
Brand and Quality
Customer satisfaction
Market Share
Employee retention
Service Encounters
Customer comes in contact with any aspect of organisation to perceive its quality of service
Service Provided
Input
materials
equipment
customer
staff
technologies
facilities
Output
products
emotions
intentions
benefits
judgement
Sustaining the inequality
V > P > C
customer value
economic value