What are the key factors driving the place and time decisions of service distribution

Recommended textbook solutions

Ways of the World: A Global History

3rd EditionRobert W. Strayer

232 solutions

Tonal Harmony, Workbook

8th EditionByron Almen, Dorothy Payne, Stefan Kostka

1,387 solutions

America's History for the AP Course

9th EditionEric Hinderaker, James A. Henretta, Rebecca Edwards, Robert O. Self

961 solutions

The Language of Composition: Reading, Writing, Rhetoric

2nd EditionLawrence Scanlon, Renee H. Shea, Robin Dissin Aufses

661 solutions

We’ve updated our privacy policy so that we are compliant with changing global privacy regulations and to provide you with insight into the limited ways in which we use your data.

You can read the details below. By accepting, you agree to the updated privacy policy.

Thank you!

View updated privacy policy

We've encountered a problem, please try again.

0% found this document useful (0 votes)

1K views6 pages

Chapter 9 Service Home Work

Uploaded by

Abdallah Hamoury

Full description

Chapter 5 examines the time and place elements. Manufacturers usually require physical distribution channels to move their products. However, some service businesses are able to use electronic channels to deliver all (or at least some) of their service elements. For the services delivered in real time with customers physically present, speed and convenience of place and time have become important determinants of effective service delivery. This chapter also discusses the role of intermediaries, franchising, and international distribution and market entry.

Distributing Services Through Physical Session 5 Chapter 5 1.Distribution in a Services Context 2.Options for Service Delivery 3.Place and Time Decisions 4.Delivering Services in Cyberspace 5.The Role of Intermediaries 6.The Challenge of Distribution in Large Domestic Markets 7.Distributing Services Internationally

1.Distribution in a Services Contextknow the four key questions that form the foundation of any service distribution strategy: What, How, Where, and When. Responses to these four questions form the foundation of any service distribution strategy. They determine the customer’s service experience, which is a function of how the different elements of the Flower of Service are distributed and delivered through physical and electronic channels. We summarize these questions in the Flow Model of Service Distribution determines what exactly will flow through the distribution channel (i.e., information, negotiation, and the core and other supplementary services). Applying the Flow Model of Distribution to Services ❖What is Being Distributed? Describe the three interrelated flows that show what is being distributed. If you mention distribution, In services though, often there is nothing to move. Experiences, performances, and solutions are not physically shipped and stored. ➢Information and promotion flow (To get customer interested in buying the service) distribution of information and promotion materials relating to the service offer. The objective is to get the customer interested in buying the service. ➢Negotiation flow (To sell the right to use a service) reaching an agreement on the service features and configuration, and the terms of the offer, so that a purchase contract can be closed. The objective is often to sell the right to use a service (e.g., sell a reservation or a ticket). ➢Product flow (To develop a network of local sites) many services, especially those involving people processing or possession processing, require physical facilities for delivery. Here, distribution strategy requires development of a network of local sites. For information processing services, such as Internet banking and distance learning, the

product flow can be via electronic channels, employing one or more centralized sites. Distinguishing between core and supplementary services is important, as many core services require a physical location, which severely restricts distribution, can be distributed widely and cost-effectively via other means (Telephone, Internet). You have to understand the importance of distinguishing between distributing core and supplementary services.

2.Options for Service Delivery ❖How should services be distributed?Here, a key question is: Does the service or the firm’s positioning strategy require customers to be in direct physical contact with its personnel, equipment, and facilities?

Upload your study docs or become a

Course Hero member to access this document

Upload your study docs or become a

Course Hero member to access this document

End of preview. Want to read all 19 pages?

Upload your study docs or become a

Course Hero member to access this document

Tags

Marketing, Options, Service system, Flower of Service, Flow Model of Service Distribution

What are the factors influencing distribution decisions?

What are the factors affecting the service distribution channel?

What are the factors to consider when choosing a distribution channel?