Services = ”Product” (=> Abstract + Concrete)

Services => …to make it “easy” for the Customer…

Services = ”Product” (=> Abstract + Concrete)

Services => …to make it “easy” for the Customer…

…we encounter Services everywhere… …we are surrounded by Services… - without actually noticing them

Services = “Product” => Concrete + Abstract (What is the Abstract component in these pictures ?)

Services = ”Product” (=>Concrete + Abstract)

”Services” is a co-operation processco-operation process where both the Seller & the Buyer participate

Temporal process :

1) …build-up of customer expectations… (how do you control / know? 80/20 …high / ”normal” / low…)

2) ”Physical” (e.g. P-2-P) contact, roles start to develop (…compare : dogs )

3) Acceptance of the roles… (…w/o understanding - accepting a role…)

4) Performance of activities (…in co-operation…)

5) End phase, …getting apart…

6) …temporal continuum…

Services => …to make it “easy” for the Customer…

Services = ”Product” (=> Concrete + Abstract)

”Services” is a co-operation process where both the Seller & the Buyer participate

Co-operation => Interaction =>

& Leadership

CUSTOMER & styles of participation

Situation at the beginning of the co-operation process : Customer is “fearful”, (s)he feels uneasy (…mismatch of “products”…) => Inform what is happening / going to happen (in the serviceprocess), and - what the Customer is expected to do.

The Customer should feel that (s)he IS IN CONTROL of the process => “safety”

How do you inform the Customer what (s)he is expected to do ?…earlier experiences, …signs, …written material, …lay-out of premises, …P-2-P contact…

…however… …(s)he wants to be …lead… (…make it “easy”…)

Distribution of work activities, - who does what /w/h… ?

CUSTOMER & styles of participationin Services

Services are a co-operation process where both the seller and buyer participate. The tough question concerns division of tasks to be performed, and - leadership. You are responsible for smooth interaction.

1. Specifier- specifies the services (s)he wants… …production & co-operation

2. Developergives suggestions of how to improve the services, and participates in the R&D and production work

3. Controller- controls / supervises the quality of the services (s)he receives

4. Producer- at the extreme, the only person in the service production

5. Consumer- uses the services all through the production process

6. Promoter- often the best salesperson of the service producing organization

Active - Passive, Aggressive, Social, Dominating, Supportive, Driven by special interests, History…

…participation is often entangled with emotions…

Services = ”Product” (=> Concrete + Abstract)

Characteristics of good services :

1) Credibility 2) Prof skills => task & personal

3) Thrustworthiness, attitude & behviour 4) Willingness to serve

5) Reach ability 6) Frendliness, caring

7) Communication, interaction 8) Safety

9) ”Understanding” the Customer 10) Material support (…back-stage)

11) Easyness of Customer participation 12) ”Correcting” procedures

13) Control of C expectations, experiencies 14) Control of C participation

Quality is what the Customer experiences all through the process. The Customer evaluates constantly the outcome, - down to the smallest detail of the process.

Devil lurks behind the tiny details !

15) Control of the participation of the other Customers

…emotions…