logging in or signing up Understanding services priyanka.sangolgi Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 1278 Category: Education License: All Rights Reserved Like it (0) Dislike it (0) Added: January 30, 2009 This Presentation is Public Favorites: 2 Presentation Description Characteristics of services, classification of services Comments Posting comment... By: sai.sumanth (9 month(s) ago) hi can you send me the ppt pls to sai.sumanth@gmail.com Saving..... Post Reply Close Saving..... Edit Comment Close By: mooner (13 month(s) ago) good ppt Saving..... Post Reply Close Saving..... 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Edit Comment Close Premium member Presentation Transcript UNDERSTANDING SERVICES : UNDERSTANDING SERVICES PRIYANKA SANGOLGI CONTENT : CONTENT Factors Influencing The Growth of the service sector Characteristic of services Generic differences between goods and services Classification of services Developing frame work for analyzing services Myths about services Defining the Essence of a Service : Defining the Essence of a Service An act or performance offered by one party to another An economic activity that does not result in ownership A process that creates benefits by facilitating a desired change in: customers themselves physical possessions intangible assets Changing Structure of Employment as Economic Development Evolves : Changing Structure of Employment as Economic Development Evolves Time, per Capita Income Share of Employment Industry Services Agriculture Slide 5: Dev Of Economy Agriculture Economy Services GDP – 56 % Information technology Service – element of tangibility , sometimes involve use of intangible goods , does not result on ownership Examples of Service Industries : Examples of Service Industries Health Care hospital, medical practice, dentistry, eye care Professional Services accounting, legal, architectural Financial Services banking, investment advising, insurance Hospitality restaurant, hotel/motel, bed & breakfast, ski resort, rafting Travel airlines, travel agencies, theme park Others: hair styling, pest control, plumbing, lawn maintenance, counseling services, health club Factors Influencing Growth Of Service Industry : Factors Influencing Growth Of Service Industry Demographic changes Social changes Economic changes Technology Political and legal Policy changes TANGIBLITY SPECTRUM : TANGIBLITY SPECTRUM Tangible Good Tangible good with accompanying service Major service accompanying minor goods Pure service Slide 10: Fast food restaurant Plumbing repair Office cleaning Health club Airline flight Retail banking Insurance Weather forecast Salt Soft drinks CD Player Golf clubs New car Tailored clothing Furniture rental Lo Hi Tangible Elements Intangible Elements CHARACTERISTICS OF SERVICE : CHARACTERISTICS OF SERVICE Intangibility Inseparability Heterogeneity Perish ability 1. Intangible : 1. Intangible Difficult to measure , demonstrate, standardise Difficult to convince Depends on perception Needs physical evidence 2. INCONSISTENCY : 2. INCONSISTENCY Mood, Bad experience, over worked, skill sets, knowledge may have an impact Variance– branch, person, time , place, occasion , situation Eg: call center, bank, college 3. Perishability : 3. Perishability Opportunity lost is not recoverable Demand – supply shall balance 4. Inseparable : 4. Inseparable Operations Delivery Same time, same spot , no stock, no transport GENERIC DIFFERENCES BETWEEN GOODS AND SERVICES : GENERIC DIFFERENCES BETWEEN GOODS AND SERVICES Nature of product Problem in QC Involvement of customer in production and delivery Absence of inventories Structure and nature of distribution channel Prompt service Evaluating service quality CLASSIFICATION OF SERVICES : CLASSIFICATION OF SERVICES Degree of involvement People processing Possession processing Mental stimulus processing Information processing Slide 18: People Processing Possession Processing Mental Stimulus Processing Information Processing (directed at intangible assets) e.g., airlines, hospitals, haircutting, restaurants hotels, fitness centers e.g., freight, repair, cleaning, landscaping, retailing, recycling e.g., broadcasting, consulting, education, psychotherapy e.g., accounting, banking, insurance, legal, research TANGIBLE ACTS INTANGIBLE ACTS DIRECTED AT PEOPLE DIRECTED AT POSSESSIONS Who or What is the Direct Recipient of the Service? Slide 19: Service tangibility Highly tangible Service linked to tangible goods Tangible goods linked to service Highly intangible Business orientation of service provider Non profit Commercial Type of end user Consumer services B2B services Industrial services DEVELOPING FRAMEWORK FOR ANALYSING SERVICES : DEVELOPING FRAMEWORK FOR ANALYSING SERVICES Type of service Nature of relation Service delivered Type of demand and supply customize service and exercise judgment MYTHS ABOUT SERVICES : MYTHS ABOUT SERVICES Necessary evil Labor intensive and less productive Less revenue Growth linked Mktg service is not different Growth : eliminates jobs in manufacturing sector Slide 22: THANK YOU You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
Understanding services priyanka.sangolgi Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 1278 Category: Education License: All Rights Reserved Like it (0) Dislike it (0) Added: January 30, 2009 This Presentation is Public Favorites: 2 Presentation Description Characteristics of services, classification of services Comments Posting comment... By: sai.sumanth (9 month(s) ago) hi can you send me the ppt pls to sai.sumanth@gmail.com Saving..... Post Reply Close Saving..... Edit Comment Close By: mooner (13 month(s) ago) good ppt Saving..... Post Reply Close Saving..... Edit Comment Close By: Amapua (18 month(s) ago) It seem the ytext here-in is extremely useful for the students of MBA (Rural marketing ) prof. Ashok Ku, Panda ,ASTHA School of Managemnent, Bhubaneswar, Orissa Saving..... Post Reply Close Saving..... Edit Comment Close By: pallavikhanikar (19 month(s) ago) hi...........can u send me ths ppt ?my id is pallavikhanikar@yahoo.com Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript UNDERSTANDING SERVICES : UNDERSTANDING SERVICES PRIYANKA SANGOLGI CONTENT : CONTENT Factors Influencing The Growth of the service sector Characteristic of services Generic differences between goods and services Classification of services Developing frame work for analyzing services Myths about services Defining the Essence of a Service : Defining the Essence of a Service An act or performance offered by one party to another An economic activity that does not result in ownership A process that creates benefits by facilitating a desired change in: customers themselves physical possessions intangible assets Changing Structure of Employment as Economic Development Evolves : Changing Structure of Employment as Economic Development Evolves Time, per Capita Income Share of Employment Industry Services Agriculture Slide 5: Dev Of Economy Agriculture Economy Services GDP – 56 % Information technology Service – element of tangibility , sometimes involve use of intangible goods , does not result on ownership Examples of Service Industries : Examples of Service Industries Health Care hospital, medical practice, dentistry, eye care Professional Services accounting, legal, architectural Financial Services banking, investment advising, insurance Hospitality restaurant, hotel/motel, bed & breakfast, ski resort, rafting Travel airlines, travel agencies, theme park Others: hair styling, pest control, plumbing, lawn maintenance, counseling services, health club Factors Influencing Growth Of Service Industry : Factors Influencing Growth Of Service Industry Demographic changes Social changes Economic changes Technology Political and legal Policy changes TANGIBLITY SPECTRUM : TANGIBLITY SPECTRUM Tangible Good Tangible good with accompanying service Major service accompanying minor goods Pure service Slide 10: Fast food restaurant Plumbing repair Office cleaning Health club Airline flight Retail banking Insurance Weather forecast Salt Soft drinks CD Player Golf clubs New car Tailored clothing Furniture rental Lo Hi Tangible Elements Intangible Elements CHARACTERISTICS OF SERVICE : CHARACTERISTICS OF SERVICE Intangibility Inseparability Heterogeneity Perish ability 1. Intangible : 1. Intangible Difficult to measure , demonstrate, standardise Difficult to convince Depends on perception Needs physical evidence 2. INCONSISTENCY : 2. INCONSISTENCY Mood, Bad experience, over worked, skill sets, knowledge may have an impact Variance– branch, person, time , place, occasion , situation Eg: call center, bank, college 3. Perishability : 3. Perishability Opportunity lost is not recoverable Demand – supply shall balance 4. Inseparable : 4. Inseparable Operations Delivery Same time, same spot , no stock, no transport GENERIC DIFFERENCES BETWEEN GOODS AND SERVICES : GENERIC DIFFERENCES BETWEEN GOODS AND SERVICES Nature of product Problem in QC Involvement of customer in production and delivery Absence of inventories Structure and nature of distribution channel Prompt service Evaluating service quality CLASSIFICATION OF SERVICES : CLASSIFICATION OF SERVICES Degree of involvement People processing Possession processing Mental stimulus processing Information processing Slide 18: People Processing Possession Processing Mental Stimulus Processing Information Processing (directed at intangible assets) e.g., airlines, hospitals, haircutting, restaurants hotels, fitness centers e.g., freight, repair, cleaning, landscaping, retailing, recycling e.g., broadcasting, consulting, education, psychotherapy e.g., accounting, banking, insurance, legal, research TANGIBLE ACTS INTANGIBLE ACTS DIRECTED AT PEOPLE DIRECTED AT POSSESSIONS Who or What is the Direct Recipient of the Service? Slide 19: Service tangibility Highly tangible Service linked to tangible goods Tangible goods linked to service Highly intangible Business orientation of service provider Non profit Commercial Type of end user Consumer services B2B services Industrial services DEVELOPING FRAMEWORK FOR ANALYSING SERVICES : DEVELOPING FRAMEWORK FOR ANALYSING SERVICES Type of service Nature of relation Service delivered Type of demand and supply customize service and exercise judgment MYTHS ABOUT SERVICES : MYTHS ABOUT SERVICES Necessary evil Labor intensive and less productive Less revenue Growth linked Mktg service is not different Growth : eliminates jobs in manufacturing sector Slide 22: THANK YOU