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