Product-Flower of Service,

Overview

7P’s

Product-Flower of service, include

1. Facilitating Services

1. Information-providong information using front-line employee, website, brochures, video display, etc;

2. Order-taking- accepting application, order and reservations

(application- membership in clubs. Order entry- on site order fulfillment or mail, phone and web order. Reservation & check in - reserve seat/tables)

3. Billing- customers usually expect bills to be clear and informative, and itemized in ways that make it clear how the total was computed. (Invoices for individual transactions, machine display of amount due)

4. Payment- a bill requires the customer to take action on payment

(direct to payee or intermediary- cash, credit card handling, coupon redemption or vouchers)

2. Enhancing Services (Consultation, Exceptions, Hospitality, Safekeeping)

1. Consultation – immediate advice from a knowledge service person in response to the request (Customize advice, tutoring/ training in product use)

2. Hospitality- reflects pleasure at meeting new customers and greeting old one when they return. (greeting script?)

3. Safekeeping- help assistance with their personal possessions (e.g. child or pet care) (Seems no)

4. Exception- anticipates exceptions and develops contingency plans and guideline in advance. (Problem solving for accident, delay, equipment failure; Handling of complaints- express dissatisfaction; Restitution- compensation for failure, may be refunds, free order)

Pricing- Tripod

Pricing strategy as three legs: cost s to the provider, competitors pricing strategy and value to the customer.

In haggen dazs price around $60-100

Place

Distribution options- customers visit the service site or service providers go to their customers or service transaction is conducted remotely.

Place and time decision- where service is delivered and the times when it is available

Delivering services in cyberspace- Company’s website for information provide, take order? ; CRM...