Factors Necessary for Appropriate Service Standard:Standardization of Service behaviors and actions Formal service target and goals

s Customer not company defined standard Types of customer defined service standar:Hard Customer Defined Standard , Soft customer-Defined Standard Physical evidence Environment in which the service is ofference, enivroment in which the cust and company meets Service scape Physical facility involved in physical evidence.. eg.g Facility Exterior Exterior Design, landscape, Facility Interior Interior Design, Equipment, Air quality. Types of Sericescape Usage Self-service environment: customer performs most of the activities and few if any employees are involved. Interpersonal services: both customer and employee must be present in the servicescape. Remote service: employee only; little or no customer involvement with the servicescape. Complexity of Servicescapes Lean environment: simple; few elements, spaces, and pieces of equipment Coinstar is a self-service coin-counter found in many supermarkets. You pour your coins in, and the machine counts the coins and gives you bills for an 8.9% fee. Elaborate environment: complicates servicescape; many elements and forms: golf course, restaurant, insurance company Roles of the Servicescape Package: convey an external image of what is inside Facilitator: aids the performance of customers and employees; can facilitate or inhibit Ex: ENTRANCE and EXIT signs Socializer: helps convey expected roles, behaviors, and relationships of customers and employees; where you can/cannot be; how should you act? Differentiator: differentiate firm from competitors and communicate intended market segment Development of Physical evidence strategy:Recognize the strategic impact of physical evidence Map the physical evidence of service Clarify roles of the servicescape Assess and identify physical evidence opportunities Be prepared to update and modernize the evidence Work cross-functionally Employees role in service delivery:Employees are the service and brand Service Culture:Exhiting Service leadership Developing a service culture Transporting a service cultureexporting culture to other counries. Critical role of service employees:They are the service, the organization in customers eyes, brand, marketers. Service triangle :- management, employees & customers..

Boundary-spanning roles customer care they are in touch with customer.. boundry of company.. Strategies for effective service delirveyr throuh intermediaries:Control stragies measurement, review, Empowerment strategies help the intermediately develop customer oriented service processes, provide needed support system, develop intermediaries to delive service quality, change to coperatorive management structure Patnering strategies- Alignemtn of goasl, consultation and cooperation. Approaches to Pricing Services:Cost based pricing, competion based pricing, demand based pricing..