1. 13 Designing and Managing Services 1

2. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 13-2 Categories of Service Mix Pure tangible good Good w/ accompanying services Hybrid Service w/ accompanying goods Pure service

3. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 13-3 Distinctive Characteristics of Services Intangibility Inseparability Variability Perishability

4. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 13-4 Physical Evidence and Presentation Place People Equipment Communication material Symbols Price

5. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 13-5 How to Increase Quality Control Invest in good hiring and training procedures Monitor customer satisfaction Standardize the service-performance process

6. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 13-6 Figure 13.5 Three Types of Marketing in Service Industries

7. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 13-7 Best Practices  Strategic Concept  Top-Management Commitment  High Standards  Self-Service Technologies  Monitoring Systems  Satisfying Customer Complaints  Satisfying Employees

8. Improving Service Quality  Listening  Reliability  Basic service  Service design  Recovery  Surprising customers  Fair play  Teamwork  Employee research  Servant leadership Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 13-8