Delivering Service Through Intermediaries & Electronic Channels

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Presentation transcript:

Delivering Service Through Intermediaries & Electronic Channels

Service Provider Participants service principal (originator) creates the service concept (like a manufacturer) service deliverer (intermediary) entity that interacts with the customer in the execution of the service (like a distributor/wholesaler)

Services Intermediaries Franchisees service outlets licensed by a principal to deliver a unique service concept it has created e.g., Jiffy Lube, Blockbuster, McDonald’s Agents and Brokers representatives who distribute and sell the services of one or more service suppliers e.g., travel agents, independent insurance agents Electronic Channels all forms of service provision through electronic means e.g., ATMs, university video courses, TaxCut software

Benefits and Challenges for Franchisers of Service

Benefits and Challenges for Franchisees of Service

Benefits and Challenges in Distributing Services through Agents and Brokers

Benefits and Challenges in Electronic Distribution of Services

Common Issues Involving Intermediaries conflict over objectives and performance difficulty controlling quality and consistency across outlets tension between empowerment and control channel ambiguity

Strategies for Effective Service Delivery Through Intermediaries Control Strategies: Measurement Review Partnering Strategies: Alignment of goals Consultation and cooperation Empowerment Strategies: Help the intermediary develop customer-oriented service processes Provide needed support systems Develop intermediaries to deliver service quality Change to a cooperative management structure

H&R Block: Providing Multiple Service Channel Options