Services account for more than ____% of GDP worldwide

Most _______ is provided by services.

SOME service jobs CAN BE EXPORTED.

Using  a  ______ service means there is DIRECT CONTACT between customers and the firm throughout the entire service delivery.

CUSTOMERS ARE usually EXPOSED TO MANY PHYSICAL CLUES about the organization. (Exterior/Interior of Buildings, Equipment/Furnishings, Appearance/Behavior of SP)

_________ services INVOLVE LITTLE PHYSICAL CONTACT, if any, between customers and service providers.

CONTACT TAKES PLACE at arm’s length THROUGH ELECTRONIC or PHYSICAL DISTRIBUTION channels.

 Services are being TRANSFORMED INTO ___________ SERVICES USING (C, AI, SR)

SERVICES are different from goods because they are PERISHABLE.

As SERVICES are IMMATERIAL, consumption CANNOT BE SEPARATED FROM PRODUCTION.

Payment made for USING or ACCESSING something usually FOR A DEFINED PERIOD OF TIME –instead of buying it outright and

Services are

Services is

A type of processing where  people have sought out SERVICES DIRECTED AT THEMSELVES,

A type of processing where CUSTOMERS must PHYSICALLY ENTER THE SERVICE SYSTEM.

A type of processing where CUSTOMERS are integral part of the process and cannot obtain the desired benefits by dealing at arm's length with service suppliers.

A type of processing where there's a physical location where people or machines (or both) create and deliver service benefits to customers.

A type of processing where ACTIVE COOPERATION of the customer is needed in the SERVICE DELIVERY PROCESS.

A type of processing where customers ask a service organization to PROVIDE TANGIBLE TREATMENT for __________.

A type of processing where PRODUCTION and CONSUMPTION are NOT necessarily SIMULTANEOUS.

A type of processing where CUSTOMERS tend to be LESS INVOLVED in these services.

A type of processing where it may be limited to just dropping off or collecting items.

A type of processing where it may be  production and consumption CAN BE SEPARABLE.

A type of processing where customers might be MANIPULATED

A type of processing where PHYSICAL PRESENCE of recipients is NOT REQUIRED

A type of processing where core CONTENT OF SERVICES is INFORMATION-BASED

A type of processing where it can be 'INVENTORIED'

People Processing: Service providers are —

People Processing: Service PRODUCTION and CONSUMPTION are/where

Can the marketing CONCEPTS and PRACTICES developed in manufacturing companies be DIRECTLY TRANSFERRED to SERVICE ORGANIZATIONS where NO transfer of OWNERSHIP takes place?

Traditional marketing mix does not cover the customer interface.

LIE AT THE HEART of a firm's MARKETING STRATEGY

If a _________ is poorly designed, it won't create meaningful value for customers, even if the rest of the 7 Ps are well executed.

PLANNING the marketing mix BEGINS WITH creating a service _________ that will offer value to target customers and satisfy their needs better than competing alternatives.

CORE ___________ that meets the customers' primary needs and a variety of supplementary service elements that are MUTUALLY REINFORCING, and ADD VALUE to help customers use the core product more effectively.

Service DISTRIBUTION may take place THROUGH PHYSICAL or ELECTRONIC channels (or both), depending on the nature of the service.

Firms may also deliver their services DIRECTLY TO END-USERS or through INTERMEDIARY ORGANIZATIONS such as retail outlets that receive a fee or commission to perform certain tasks associated with sales, service, and customer contact.

 Companies need to decide WHERE and WHEN these services are delivered, as well as the METHODS and CHANNELS used.

 Allowing a VALUE EXCHANGE to take place.

AFFECTS how much INCOME is generated

This strategy is HIGHLY DYNAMIC.

__________ LEVELS ADJUSTED OVER TIME according to factors like: CS, T&P, LOD, AC

KEY PART of the COSTS.

Must INCUR to OBTAIN DESIRED BENEFITS.

Understand and seek to MINIMIZE, where possible - other BURDENSOME outlays that customers incur in using the service.

Must INCUR to OBTAIN DESIRED BENEFITS.

Providing needed INFORMATION and ADVICE.

PERSUADING target customers TO BUY the service product.

ENCOURAGING them TO TAKE ACTION at specific times.

Suppliers need to TEACH their customers ABOUT the BENEFITS of the service.

Suppliers need to TEACH their customers ABOUT the WHERE and WHEN to obtain it.

Suppliers need to TEACH their customers ABOUT HOW TO PARTICIPATE in service processes to get the best results.

 Create CONFIDENCE IN THE FIRM'S EXPERIENCE, CREDENTIALS, EXPERTISE of its employees.

Intangibility can consist of both ___________and __________ dimensions.

_____________ means that it is DIFFICULT for customers TO VISUALIZE THE EXPERIENCE in advance of purchase and to understand the value and benefits they will be getting.

____________________ is that which CANNOT BE TOUCHED or EXPERIENCED by the other senses.

HOW a firm does things is as important as WHAT IT DOES.

Creating and delivering product elements requires DESIGN and IMPLEMENTATION of effective ___________.

• POOR SERVICE ____________ DESIGN also makes it difficult for frontline employees to do their jobs well, resulting in low productivity and employee dissatisfaction.

• In a service business that requires customers to enter the service factory, you'll also HAVE TO SPEND TIME THINKING ABOUT THE DESIGN OF THE _______ or SERVICES CAPE.

• The appearance of buildings, landscaping, vehicles, interior furnishings, equipment, staff members' uniforms, signs, materials, other visible cues provide tangible evidence of a firm's service quality.

• The __________ also facilitates SERVICE DELIVERY and GUIDES customers THROUGH the SERVICE PROCESS.

• Many services will always need DIRECT INTERACTION BETWEEN CUSTOMERS and SERVICE EMPLOYEES.

• Services lies in the ATTITUDE and SKILLS of their employees.

• Service firms NEED TO WORK CLOSELY WITH THEIR HUMAN RESOURCES DEPARTMENTS and DEVOTE SPECIAL CARE in SELECTING, TRAINING, MOTIVATING their service employees.

• These individuals also need GOOD INTERPERSONAL SKILLS and a POSITIVE ATTITUDE.