1. ph.linkedin.com/in/akeeldalisay

2. What is SERVICE?
• any act or performance one
party can offer to another
• Intangible
• does not result in the
ownership
• production may or may not be
tied to a physical product
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3. 5 Distinctions of Services
May require
Equipment or people-based
client’s presence
Delivery processes
Meet personal needs
Varying objectives
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4. 4 Characteristics of Services
Intangibility
- Cannot be seen, smelled, heard, touched, tasted Inseparability
- Production and consumption are inseparable
“Barya”bility
Perishability - Varies depending on who provides it
- Cannot be stored
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5. 10 Recommendations to Improve Service Quality
Recovery
Be fair
Research
Surprise clients!
Servant Leadership
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6. 10 Recommendations to Improve Service Quality
Service Design
- “Do” what you’re supposed to do
Listen to your customers
Encourage teamwork
Be REALiable
Basic Service
- Holistic view
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7. 4 Ways to PREVENT Service FAILURES
Right Re-Design
Technology
Customers Help Customers Enhance customers’ role
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8. ph.linkedin.com/in/akeeldalisay