Final PPTs
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Transcript of Final PPTs
Jia Jaiwanti - A Service CustomerPresented To: Presented By:Prof. Shahir Bhatt Amish Mandaliya(B_26) Nagajan Lagdhir (B_23)
Question - 01
• Identify each of the services that Jia had used or planning to use. • Categorized them according to the
nature of the respective underlying process.
Services Used By Jia
1. Renting,2. Whether forecast by FM
Radio, 3. Mailing service,4. Public Transportation,5. Burger from Food vendor,6. Educational services,7. Lunch,8. ATM,
9. Language laboratory,10. Hair dresser,11. Cleaning and ironing of
clothes (Used and planning to use),
12. Mobile bill payment through credit card,
13. Reminder service by dentist,
14. Home delivery of pizza,
• Renting,• Public Transport,• Burger from Food
vendor,• Lunch• Hair Dresser,• Delivery of Pizza
• Cleaning & Ironing of Clothes
• Whether forecast by FM Radio,
• Mailing Services,• ATM Service,• Mobile bill
payment through Credit Card
• Educational services,
• Language Laboratory,
• Reminder by Dentist
People Processing
Possession Processing
Information
Processing
Mental Stimulus
Processing
Question - 02• What need is she attempting to satisfy in each
instance? What proportion of these service involved (a) self – service(b)some degree of customer involvement
with the production process(c) dependence on the service provider.
• Where do you find more potential for self – service, and what would be the implication for a customer and a supplier ?
Service Need Self - Service Dependence On Service Provider
Mixture Of Both
Renting Housing Most
Whether Forecast By FM Radio
Information Gathering
Most
Mailing Information Sharing
Most
Public Transportation
Convenience Of Transportation
Most
Burger From Food Vendor
Hunger Most
Educational Services
Information Gathering
Most
Lunch Hunger Most
Atm Easy Cash Withdrawl
Most
Language Laboratory
Information Gathering
Most
Hair Dresser Personal Grooming
Most
Cleaning And Ironing Of Clothes
Decent Apperance
Most
Mobile Bill Payment Through Credit Card
Convenience Of Payment
Most
Reminder Service By Dentist
Health Checkup Most
Home Delivery Of Pizza
Convenience Most
Where do you find more potential for self – service, and what would be the implication for a customer and a supplier ?
• In the area where – Desired quick service delivery or – Convenience of availing services
are on higher side, the self service concept is more prevailing.
• Eg.• Lunch service • Language laboratory• ATM
Question -3
• What similarities and differences could you find between the dry cleaning store and the hair salon ?
• What could each learn by studying the other ?
Similarities & DifferencesSimilarities• Good Services• Convenience
Differences• Store Ambiance• Employee Behavior towards
the customer
What could each learn by studying the other ?
Hair Dresser can learn from Laundry Service provider• Practically - - - - Nothing
Laundry Service provider can learn from Hair Dresser • Ambiance• Punctuality• Customer oriented behavior