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Designing and Managing Services

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Justine Andrea C. Paredes
Justine Andrea C. Paredes

Designing and Managing Services Chapter 13, Kotler Marketing Report

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CHAPTER 13: TOP 10 CONCEPTS DESIGNING AND MANAGING SERVICES Justine Andrea C. Paredes Ateneo School of Medicine and Public Health Wednesday May 12, 2010
Outline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
Outline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
Concept 1: Intangible Acts are Everywhere Business Government Private nonprofit Manufacturing and Retail Wednesday May 12, 2010
Concept 1: Intangible Acts are Everywhere ,[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
Concept 2: Service Cocktail ,[object Object],[object Object],[object Object],Wednesday May 12, 2010 ,[object Object],[object Object],[object Object],[object Object]
Concept 2: Service Cocktail ,[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010 ,[object Object],[object Object],[object Object],[object Object]
Concept 2: Service Cocktail ,[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
Concept 3: Service Features ,[object Object],[object Object],[object Object],Wednesday May 12, 2010 ,[object Object],[object Object],[object Object]
Concept 3: Service Features ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
Concept 3: Service Features ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
Concept 3: Service Features ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
Concept 4: Application of Features ,[object Object],[object Object],[object Object],Wednesday May 12, 2010
Concept 5: Provider-Customer Tandem Wednesday May 12, 2010 Provider Failure? Improve Customer Relationship Present Customer Failure ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Concept 6: Holistic Marketing ,[object Object],[object Object],[object Object],Wednesday May 12, 2010
Concept 7: Filling the Gaps Wednesday May 12, 2010 Service Delivery External Communications
Concept 7: Filling the Gaps Wednesday May 12, 2010 Reliability Responsiveness Assurance Empathy Tangibles Service-Quality Specification
Concept 8: Best Practices ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Concept 8: Best Practices Wednesday May 12, 2010
Concept 9: Brand Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
Concept 10: Satisfying the Customer Wednesday May 12, 2010 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wednesday May 12, 2010
[object Object],[object Object],[object Object],[object Object],Conclusion Wednesday May 12, 2010
CHAPTER 13: TOP 10 CONCEPTS DESIGNING AND MANAGING SERVICES Justine Andrea C. Paredes Ateneo School of Medicine and Public Health Wednesday May 12, 2010

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Designing and Managing Services

  • 1. CHAPTER 13: TOP 10 CONCEPTS DESIGNING AND MANAGING SERVICES Justine Andrea C. Paredes Ateneo School of Medicine and Public Health Wednesday May 12, 2010
  • 2.
  • 3.
  • 4. Concept 1: Intangible Acts are Everywhere Business Government Private nonprofit Manufacturing and Retail Wednesday May 12, 2010
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16. Concept 7: Filling the Gaps Wednesday May 12, 2010 Service Delivery External Communications
  • 17. Concept 7: Filling the Gaps Wednesday May 12, 2010 Reliability Responsiveness Assurance Empathy Tangibles Service-Quality Specification
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24. CHAPTER 13: TOP 10 CONCEPTS DESIGNING AND MANAGING SERVICES Justine Andrea C. Paredes Ateneo School of Medicine and Public Health Wednesday May 12, 2010

Editor's Notes

  1. Note: Please view as presentation