ADM 3322 Lecture 3: Chapter 3 – Developing Service Concepts Core and Supplementary Elements
9 Feb 2017
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Document Summary
Chapter 3 developing service concepts: core and supplementary elements. Service product: comprises all elements of service performance, both tangible and intangible, that create value for customers. Core product: central component that supplies the principal benefits. Supplementary services: help to differentiate core products and create competitive advantage by facilitating the use of core product and enhancing its value and appeal. Delivery processes: used to deliver both the core product and each of the supplementary services. The flower of service: (8 supplementary elements) ce bishop. Information: customers often require information about how to obtain and use a service. Consultation: adding value to services by offering advice & consultation tailored to each customer"s needs. Order taking: customers need to know what is available and may want to secure commitment to delivery. Hospitality: customers deserve to be treated as welcomed guests. Safekeeping: customers prefer not to worry about looking after the personal possessions that they bring with them to the service site.
