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  • Chapter 13

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    anashussain
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    A service provider needs to take into consideration while making channel decisions Easy accessibility and convenience to customers Chosen channel should not eat into the margins of service provider (service providers budget) financial risks Lack of knowledge Key Intermediaries in Service Delivery Franchising Service Offerings by Companies Target Customers Types of Intermediaries Electronic channels Advantages Lower cost Increased customer convenience Increased bargaining power of the customers Disadvantages Uncontrolled price competition customer variability Security challenge

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    A service provider needs to take into consideration while making channel decisions Easy accessibility and convenience to customers Chosen channel should not eat into the margins of service provider (service providers budget) financial risks Lack of knowledge Key Intermediaries in Service Delivery Franchising Service Offerings by Companies Target Customers Types of Intermediaries Electronic channels Advantages Lower cost Increased customer convenience Increased bargaining power of the customers Disadvantages Uncontrolled price competition customer variability Security challenge

    Direitos autorais:

    Attribution Non-Commercial (BY-NC)
    Baixe no formato PPT, PDF, TXT ou leia online no Scribd
    Sinalizar o conteúdo como inadequado
    12 visualizações14 páginas

    Chapter 13

    Enviado por

    anashussain
    A service provider needs to take into consideration while making channel decisions Easy accessibility and convenience to customers Chosen channel should not eat into the margins of service provider (service providers budget) financial risks Lack of knowledge Key Intermediaries in Service Delivery Franchising Service Offerings by Companies Target Customers Types of Intermediaries Electronic channels Advantages Lower cost Increased customer convenience Increased bargaining power of the customers Disadvantages Uncontrolled price competition customer variability Security challenge

    Direitos autorais:

    Attribution Non-Commercial (BY-NC)
    Baixe no formato PPT, PDF, TXT ou leia online no Scribd
    Sinalizar o conteúdo como inadequado
    de 14

    Chapter - 13

    Place in Services

    Chapter - 13

    Objectives of the Session


    To understand
    Significance of Locations Channel Decisions Direct Distributions Key Intermediaries in Service Delivery Strategies for Effective Service Delivery Through Intermediaries

    Chapter - 13

    Significance of Locations
    Customer visits the service providers
    Service provider visits the customer Distant interaction

    Chapter - 13

    Channel Decisions
    Franchisee Service provider

    Customer

    Electronic channels
    Sellers & buyers agents

    Agent and brokers


    Chapter - 13 4

    Factors that a service provider needs to take into consideration while making channel decisions
    Easy accessibility and convenience to customers Value addition to customers

    Chosen channel should not eat into the margins of service provider (service providers budget)
    Cover all the target market Reliability
    Chapter - 13 5

    Direct Distributions
    Advantages Control Healthy customer relations Flexibility and confidentiality Disadvantages Financial risks Lack of knowledge

    Chapter - 13

    Key Intermediaries in Service Delivery


    Franchising
    Service Offerings by Companies Target Customers

    Types of Intermediaries
    Electronic channels
    Chapter - 13

    Agents and Brokers


    7

    Franchising
    Franchisers view:-

    Advantages
    Business expansion Improved revenues Reduced risks Consistency Local presence through global franchising Increased working capital and minimized financial risks

    Disadvantages
    Trouble in motivating franchisee Conflict between the two Quality Maintenance Relationships with customers

    Chapter - 13

    Franchising
    Franchisees view:-

    Advantages
    Established business processes Reduced risk

    Disadvantages
    Reduced profits and revenues Strict adherence Encroachment Termination of the contracts High Expectations

    Chapter - 13

    Agents and Brokers


    Advantages
    Reduced cost Special skills and knowledge Large representations Knowledge of local markets Choice of customers

    Disadvantages
    Reduced control on pricing and other marketing areas Promotion of various service providers-offers

    Chapter - 13

    10

    Electronic Channels
    Advantages
    Lower cost Increased customer convenience Increased bargaining power of the customers Extensive distribution Ability to customize services and gain quick feedback

    Disadvantages
    Uncontrolled price competition Customer variability Security challenge

    Chapter - 13

    11

    Strategies for Effective Service Delivery Through Intermediaries


    Control strategies
    Measurement Review

    Empowerment strategies
    Enabling intermediaries to develop customer-oriented service process Motivating intermediaries to deliver consistent quality service Adopting cooperative management structure

    Partnering strategies
    Alignment of goals Participation and cooperation

    Chapter - 13

    12

    Summary
    Significance of Locations Channel Decisions Direct Distributions Key Intermediaries in Service Delivery Strategies for Effective Service Delivery Through Intermediaries

    Chapter - 13

    13

    Thank you
    Chapter - 13 14

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