Service Concept

28 views1 pages
17 May 2011
Course
Professor
Service Concept Customer and Providers expectations of what a service should be and the
customer needs it fulfills. It provides a foundation for developing he what, marketing
content, and how, operations content, of a service as well as for facilitating alignment
between the strategic intent of the firm and the delivery itself.
Multi-dimensional service concept shows us that numerous derivatives of the same core
service can be developed and marketed to a variety of target segments.
The Service Concept is what is delivered to the customer and how it is, touching on:
1. Service operation: the way in which the service is delivered;
2. Service experience: the customers direct experience of the service;
3. Service outcome: the benefits and results of the service for the customer and
4. Value of the service: the benefits the customer perceives as inherent in the service
weighed against the cost of the service.
www.notesolution.com
Unlock document

This preview shows half of the first page of the document.
Unlock all 1 pages and 3 million more documents.

Already have an account? Log in

Get OneClass Notes+

Unlimited access to class notes and textbook notes.

YearlyBest Value
75% OFF
$8 USD/m
Monthly
$30 USD/m
You will be charged $96 USD upfront and auto renewed at the end of each cycle. You may cancel anytime under Payment Settings. For more information, see our Terms and Privacy.
Payments are encrypted using 256-bit SSL. Powered by Stripe.