Chapter 13 Designing and Managing Services: Top Ten Concepts

DESIGNING AND MANAGING SERVICES Luis Enrique Joson January 5, 2010 Top 10 Concepts

Outline: Services… ,[object Object],[object Object],[object Object],[object Object],[object Object]

1: What Are Services? ,[object Object],[object Object]

2: Services Are Present Everywhere SERVICES Government Manufacturing Retail Business

3: Have Different Categories of Service Mix ,[object Object],[object Object]

4: Services Vary In Many Ways ,[object Object],[object Object],VS

4: Services Vary In Many Ways ,[object Object],[object Object],[object Object],Experience Credence Search

5: What Makes Services Distinct? ,[object Object],[object Object],[object Object],[object Object]

6: The Need For A Holistic Marketing Internal Marketing Interactive Marketing External Marketing

7: Managing Service Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

7: Managing Service Quality ,[object Object],[object Object],[object Object]

8: Apply the Best Practices ,[object Object],[object Object],[object Object],[object Object]

8: Apply the Best Practices ,[object Object],[object Object]

9: Take Care Of The Customer Employee Satisfaction Customer Loyalty EXCELLENT SERVICE

10: Marketing Is Important For Service Brands ,[object Object],[object Object],[object Object],[object Object],[object Object]

Summary: Services… ,[object Object],[object Object],[object Object],[object Object],[object Object]

My Conclusion: Designing and Managing Services ,[object Object],[object Object],[object Object]

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