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What is SERVICE?

• any act or performance one party can offer to another

• Intangible• does not result in the

ownership• production may or may not be

tied to a physical product

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5 Distinctions of Services

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Equipment or people-based May requireclient’s presence

Delivery processes

Meet personal needs Varying objectives

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4 Characteristics of Services

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Intangibility- Cannot be seen, smelled, heard, touched, tasted

Perishability- Cannot be stored

Inseparability- Production and consumption are inseparable

“Barya”bility- Varies depending on who provides it

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10 Recommendations to Improve Service Quality

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Recovery

Surprise clients!

Be fairResearch

Servant Leadership

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10 Recommendations to Improve Service Quality

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Listen to your customers

Be REALiable

Basic Service- Holistic view

Service Design- “Do” what you’re supposed to do

Encourage teamwork

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4 Ways to PREVENT Service FAILURES

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Re-DesignRightTechnology

Enhance customers’ roleCustomers Help Customers

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