Chapter 14,Designing and,Objectives,Service Definitions & Classifications How Services Differ Goods Improving Service Differentiation, Quality, & Productivity Improving Customer Support Services,Categories of Service Mix,Services,Inseparability Services cannot be separated from their providers,Perishability Services cannot be stored for later sale or use,Intangibility Services cannot be seen, tasted, felt, heard, or smelled before purchase,Variability Quality of services depends on who provides them and when, where, and how,Four Service Characteristics,Services,Inseparability Increase productivity of providers,Perishability Match supply and demand,Intangibility Use cues to make it tangible,Variability Standardize service production & delivery,Overcoming Service Challenges,Three Types of Marketingin Service Industries,Internal marketing,Cleaning/ maintenance services,Financial/ banking services,Restaurant industry,Service Differentiation,Service-Quality Model,Determinants of Service Quality,Reliability Responsiveness Assurance Empathy Tangibles,ServiceExcellence,Strategic Concept Top-Management Commitment High Standards Monitoring Systems Satisfying Customer Complaints Satisfying Both Employees & Customers Managing Productivity,Importance-Performance Analysis,Complaint Resolution,Hiring Criteria & Training for Employees Develop Guidelines for Fairness Remove Complaint Barriers Analyze Types & Sources of Complaints,1、有时候读书是一种巧妙地避开思考的方法。20.10.1520.10.15Thursday, October 15, 2020 2、阅读一切好书如同和过去最杰出的人谈话。04:32:1504:32:1504:3210/15/2020 4:32:15 AM 3、越是没有本领的就越加自命不凡。20.10.1504:32:1504:32Oct-2015-Oct-20 4、越是无能的人，越喜欢挑剔别人的错儿。04:32:1504:32:1504:32Thursday, October 15, 2020 5、知人者智，自知者明。胜人者有力，自胜者强。20.10.1520.10.1504:32:1504:32:15October 15, 2020 6、意志坚强的人能把世界放在手中像泥块一样任意揉捏。2020年10月15日星期四上午4时32分15秒04:32:1520.10.15 7、最具挑战性的挑战莫过于提升自我。2020年10月上午4时32分20.10.1504:32October 15, 2020 8、业余生活要有意义，不要越轨。2020年10月15日星期四4时32分15秒04:32:1515 October 2020 9、一个人即使已登上顶峰，也仍要自强不息。上午4时32分15秒上午4时32分04:32:1520.10.15 10、你要做多大的事情，就该承受多大的压力。10/15/2020 4:32:15 AM04:32:152020/10/15 11、自己要先看得起自己，别人才会看得起你。10/15/2020 4:32 AM10/15/2020 4:32 AM20.10.1520.10.15 12、这一秒不放弃，下一秒就会有希望。15-Oct-2015 October 202020.10.15 13、无论才能知识多么卓著，如果缺乏热情，则无异纸上画饼充饥，无补于事。Thursday, October 15, 202015-Oct-2020.10.15 14、我只是自己不放过自己而已，现在我不会再逼自己眷恋了。20.10.1504:32:1515 October 202004:32,谢谢大家,