Chapter 12:Designing and managing

What are the new services realities?

By:Kartik SinglaIndian Institute of Technology(BHU), Varanasi

Unlike previous times, some of the most skilled marketers now are

service firms.

40-30-30 rule40% resources for training and

invigorating staff.30% resources for reviewing processes

and procedures.30% resources for

creating new

service ideas.

(Employed by most

companies)

New service realitiesInclude

Importance of the newly empowered customers.

“Customers are becoming really powerful and sophisticated about buying product-support services.”

New service realitiesInclude

Customer Coproduction

New service realitiesInclude

Satisfying employees as well as customers

Customers’ words and actions can affect purchase decision of other customers as well!!!