service at Bergische Universität Wuppertal

Flashcards and summaries for service at the Bergische Universität Wuppertal

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Study with flashcards and summaries for the course service at the Bergische Universität Wuppertal

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Which changes are firms facing when it comes to demographic changes?

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Which changes are firm facing when it comes to behaviour?

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Which changes are firm facing when it comes to the marketplace?

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Which changes are firm facing when it comes to technology?

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Reasons for the increase in services

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

How technology has influeneces the development of services

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Characteristics of Services

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Implications of intangibility

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Implications of heterogeneity

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Implications of simultaneous production and consumption

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

Implications of perishability

Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

The 7 P´s

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Exemplary flashcards for service at the Bergische Universität Wuppertal on StudySmarter:

service

Which changes are firms facing when it comes to demographic changes?

-aging society

-increasing diversity on ethnicity

-increased individualization

service

Which changes are firm facing when it comes to behaviour?

-Increased use of social media
-Increased use of apps
-Use of real time data
-Need for Convenience and the rise of self-service
-Increased demand for experiences and authenticity
-Increased health and sustainability consciousness

service

Which changes are firm facing when it comes to the marketplace?

  • difficult differentiation
  • intensified competition for customers in fragmented markets

service

Which changes are firm facing when it comes to technology?

  • better technology
  • cheaper/lager storage units
  • increase in demand for data storage
  • increased popularity of data warehouses

service

Reasons for the increase in services

• New consumer needs
Demographic trends
• New markets
• Societal changes
• Technological development

service

How technology has influeneces the development of services

  • Provided the potential for new service offerings
  • Offering new ways to deliver service
  • Enabling customers and employees
  • Extending the global reach of services
  • The Internet is a service
  • The paradoxes and dark side of technology and service

service

Characteristics of Services

  • Intangibility
  • Heterogeneity
  • simultaneous production and consumption
  • perishability

service

Implications of intangibility

  • services cannot be inventoried
  • services cannot bei readily displayed or communicated

service

Implications of heterogeneity

-Service delivery and customer satisfaction depend on employee and customer actions

-Service quality depends on many uncontrollable factors

-There is no sure knowledge that the service delivered matches what was planned and promoted

service

Implications of simultaneous production and consumption

-Customers participate in and affect the transaction

-Customers affect each other

-Employees affect the service outcome

service

Implications of perishability

-difficult to synchronize supply and demand with services

-Services cannot be returned or resold

service

The 7 P´s

  • Product
  • Price
  • Place
  • Promotion

-People

-Physical evidence

-Process

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BEST EDTECH STARTUP IN GERMANY

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Best EdTech Startup in Europe

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EUROPEAN YOUTH AWARD IN SMART LEARNING

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BEST EDTECH STARTUP IN GERMANY

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