服务营销-笔记.pptxVIP

Service Marketing Notes效劳营销;What is Traditional Service;What is service;What is service;What is service;Service is not servitude;Meaning of definition of Service 1;Meaning of definition of Service 2;What is service quality;What is service quality;How to change the intangible service into tangible;The different view of the service Qaulity-from customer and the company;Customer role in the service;Customer are partial of the company employee;Manage the customer(expectation) before/during/after the service;Market Mix for service:7Ps;The Service Quality gap between the service provider and the customer expectation;Service Quality Gap model效劳质量差距模型;The value attribute of a service;What is the customer needs;Build a blueprint制定效劳蓝图;Build a blueprint of service;Keep point of making a blueprint;The key component of a blueprint;“关键时刻〞service encounter;效劳蓝图的应用;如何设计效劳？;How to design a service;如何设计一个效劳;战略;3 kind values of the service;悦榕庄 Banyan Tree如何提高3种Values;Employee creativity;;Pricing based on value基于价值的定价;各种效劳定价策略;满意度定价法I：效劳保证;Hampton 酒店的100%满意保证书;利用效劳保证书可能的欺骗动因;企业不想提供效劳保证书的可能理由;满意度定价法II：效益定价法;满意度定价法III：统一定价法;关系定价法;关系定价法I：长期合约;关系定价法II：价格捆绑;效率定价法：本钱领先定价法;3 types of clues managed by the company to give customer a good service;Base;组织中的线索管理;Whole service model整体效劳模型;持续提高满意度/忠诚度;必要性要求、满意性要求和吸引性要求;愤怒痛苦、不满意、满意和愉悦区域;不满意、愤怒、满意和愉悦模型;愉悦客户准备度检查表;Value of a Service;Value Curve of the Service;Key point of use value curve;Customer selection;Value Loop;Value Loop-Employee management;Value Loop-Customer management;Funding mechanism;4 Things about design a new service-core service model;4 Things about design a new service;How to make 1 of 4 decisions;How to make 1 of 4 decisions;Thank you!