THM MIDTERM

We often think of technology’s power to save time and costs in manufacturing companies, it also has great and often untapped potential to make service workers more effectively. 

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity

Service marketers often complain about the difficulty of differentiating their services from those of competitors.

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity

One can have several objective criteria for evaluating a tangible product such as an automobile.

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity

These expectations are based on past experiences, word of mouth, and service firm advertising.

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity

The service company that innovates regularly usually gains a succession of temporary advantages and an innovative reputation that may help keep customers who want to go with the best.

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity

The offer can include innovative features that set one company’s offer apart from that of its competitors.

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity

British Airways offers international travelers a sleeping compartment, hot showers, and cooked-to-order breakfasts.

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity

With their costs rising rapidly, service firms are under great pressure to increase service efficiency.

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity

The service provider can “industrialize the service” by adding equipment and standardizing production.

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity

One of the major ways that a service firm can differentiate itself is by delivering consistently higher quality than its competitors.

• Managing Service Differentiation

• Managing Service Quality

• Managing Service Productivity