Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

BA 201 session 8

service operations and marketing
by

christie nordhielm

on 16 March 2015

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of BA 201 session 8

mechanize/automate
customize
dramatize
standardize
session 8: service operations and marketing
services
intangible
cannot be inventoried
performed, not produced
difficult to standardize
make the intangible tangible
logos
taglines
consistent corporate identity
match demand and capacity
pricing
expectations management
flex capacity
shift demand
find ways to:
standardize to reduce costs/increase consistency
customize to increase revenue/differentiation
zone of tolerance
high service quality
low service quality
zone of tolerance
high service quality
low service quality
zone of tolerance
high service quality
low service quality
company capability
managerial responsibility
conscious management
purposeful management
managerial assertiveness
managerial integrity
increased costs
decreased resources available to meet customer expectations
decreased revenues
failure to meet customer expectations
loss of customers
exceed customer expectations
customer expectations increase
increased resources required to meet customer expectations
tightly integrate service operations and marketing
train to expectations
manage expectations to service competence
segment customer base according to competence
perceived
service performance
expectations
backstage
standard
front office
custom
failure to add value
"cluttered" interaction
lack of responsiveness
poor infrastructure
Potential "Failure Points"
intel
disney
McDonald's Big Mac Training
Full transcript