An operations strategy is the set of strategies, plans, and policies regarding the operations, financing, marketing, human resources, and control of an organization.
The operations strategy considers how the service firm should be structured to manifest the service concept.
What are the components of service?
- The Physical Product: The physical product is whatever the organization transfers to the customer that can be touched
- The Service Product:
- The Service Environment:
- The Service Delivery:
What are the four categories of services?
- Service processing involving people
- Service processing involving objects
- Mental stimulus
- Information processing
What are the 7 types of services?
- Business Services
- Social Services
- Personal Services
- Banking
- Insurance
- Transportation
- Warehousing
- Communication
What is strategic service system
Strategic service management (SSM) is a business strategy that aims to optimize the post-sales service that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing.
What strategies can be used to help customers to participate in service delivery?
- Produce content they’ll care about
- Engage your clientele
- Create a consumer community
- Embrace both the old and the new
What is Service quality
What is service quality? Service quality is a measure of how an organization delivers its services compared to the expectations of its customers.
Customers purchase services as a response to specific needs.
What is the example of service
A service is an “(intangible) act or use for which a consumer, firm, or government is willing to pay.”
Examples include work done by barbers, doctors, lawyers, mechanics, banks, insurance companies, and so on.
What are the characteristics of service?
- Lack of ownership
- Intangibility
- Inseparability
- Perishability
- Heterogeneity or Variability
What are the importance of services
It’s no secret that how well you serve customers will define your company’s long term success.
In fact, great customer service leads to better customer loyalty, higher revenue, and lower costs.
What is service design process
Definition: Service design is the activity of planning and organizing a business’s resources (people, props, and processes) in order to (1) directly improve the employee’s experience, and (2) indirectly, the customer’s experience.
What are the 5 I’s of services
Nature of services are Intangibility, Inconsistency, Inseparability, Inventory and Involvement.
What are three service characteristics
The key characteristics of services are: Inseparability. Variability. Perishability.
What are the 4 characteristics of a service
There are four characteristics of service: Intangibility, Inseparability, Variability, and Perishability (Kotler and Keller, 2007).
As service’s nature is intangibility, therefore manufacturing and service delivery is more complex than a product.
What are the principles of service design?
- User-centred
- Co-creative
- Sequencing (iterative process)
- Evidencing (Visual communication)
- Holistic
How can we improve service quality?
- Understand your mission
- Seek feedback
- Stay ahead of responses
- Cross-sell
- Offer value-add services
- Create a referral program
- Train your representatives
- Be responsible
What are the 7 qualities of good customer service?
- Problem-Solving Skills
- Clear Communication
- Friendly Attitude
- Empathy
- Business Acumen
- Product/Service Knowledge
- Strong Time Management
What are the 7 steps of customer service?
- Understand Your Customers
- Don’t Offer Silos of Communication Choices
- Empower Agents With Good Information
- Focus on the Agent Experience
- Pay Attention to Your Knowledge Strategy
- Harness Your Customer Community
- Listen to Your Customers
What is strategic service vision
Strategic service vision attempts to integrate operative and marketing functions at all levels of customer contact.
Who introduced the 7ps for service industry
Booms and Mary J. Bitner further developed the traditional marketing mix developed by the American Professor of Marketing Jerome McCarthy into the extended marketing mix or services marketing mix.
This Service Marketing Mix is also called the 7P model or the 7 Ps of Booms and Bitner.
How can we position service
Services can be positioned in 6 different ways. They can be positioned by service attributes, use of application, price/ quality relationship, service class, service user, or competitor.
Express tries to position itself as the best f as the best firm for “package delivery”.
Which of the 7 Ps is crucial in the service industry
Place. Place and distribution is a very crucial part of the marketing mix. The place of distribution of products and services must be accessible to potential buyers.
Thus, it is very important to get the most efficient place or distribution channel that can directly reach the target audience.
Citations
https://www.emerald.com/insight/content/doi/10.1108/978-1-83867-541-720211001/full/html
https://blog.hubspot.com/marketing/extended-marketing-mix
https://mybank.com/4-ways-to-increase-customer-participation/
