service mix
TRANSCRIPT
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SERVICE MIX
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Group members
Fatima Ali Bt-08-34
Rashida Nasir Bt-08-48
Usman Qureshi Bt-08-71
Iqra Lodhi Bt-08-82
Madiha Qasim Bt-08-83
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Table of contents What is service? Categories of service mix Characteristics of service mix Services quality management Brand strategies for service Product support service Example of hospital Example of restaurant Example of Ufone Conclusion
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Service
A service is any act or performance one party can offer to other that is essentially intangible and doesn't result in the ownership of anything
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Service Industries Government sector: courts, employment
services,hospitals,millitary,police,firedepartments,schools etc
Private nonprofit sector: muesems,charities,churches,colleges,foundations,and
hospitals Business sectors: airlines,banks,hotels,insurance
companies,lawfirm,counseling firms etc Manufacturing sectors: computer
operators,accountans and legal staff are the service providers
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Categories of service mix
Pure tangible goods
Tangible good with accompanying services
Hybrid
Major service with accompanying minor
goods and services
Pure services
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Characteristics of services
intangibility
variability perishability
inseparability
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Characteristics of services
Intangibility means that the services cannot beseen tasted ,felt, heard or smelled Services cannot be separated. It need both the provider and the client Quality of service depends upon who provide
them, when and where, services are highly variable Services cannot be separated, so their
perishability can be a problem when demand fluctuates
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Best Practices of Service Quality Management
Strategic concept
Top management commitment
High standards
Self service technology
Monitoring system
Satisfying customer and employee need
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Developing Brand Strategies for Services
Choosing brand elements
Establishing image dimensions
Devising branding strategy
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Managing Product Support Services
Thus far we have focused on service industries. No less
important are product based industries that must provide a
service bundle.
Manufacturers of equipment small appliances, office
machines, tractors, mainframes, airplanes all have to
provide product support services. Product support service is
becoming a major battleground for competitive advantage.
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Example of Hospital
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Ambulance services
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Service of medical store & Pharmacy
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Emergency Care
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Nursing services
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Surgery services
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Blood Bank services
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Example of Pizza Hut
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Restaurant service
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Service of Home Delivery
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Take away
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Example of
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SMS & Roaming service
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Block service
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Payment Service
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Utrack service
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Mobile internet / GPRS service
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MMS info service
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Conclusion Every organization should provide a range of
services
We know that customer attract when
organization provides the range of services
Services mix provide strong customer
relationship
Due to services mix customer will not switch to
other organization