Documente Academic
Documente Profesional
Documente Cultură
Chapter 5:
Distributing Services
Through Physical
And Electronic Channels
Chapter 5 Page 1
Overview Of Chapter 5
Distribution in a Services Context
Options for Service Delivery
Place and Time Decisions
Delivering Services in Cyberspace
The Role of Intermediaries
The Challenge of Distribution in Large Domestic Markets
Distributing Services Internationally
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What is Distribution ?
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Distribution in a Services
Context
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Negotiation flow
Product flow
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Distinguishing(unique) between
Distribution of Supplementary and
Core Services
Most core services require
physical locations
Many supplementary
services are informational;
can be distributed widely
and cost-effectively via
other means
Telephone
Internet
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Payment
Billing
Receive bill
Make auction bid
Check account status
Core
Exceptions
Consultation
Order-Taking
Make/confirm reservations
Submit applications
Order goods, check status
Hospitality
Record preferences
Safekeeping
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Traditionally, schedules
were restricted
Today
Delivering Services in
Cyberspace
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Voice-recognition technology
Websites
Smart cards
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Convenience
Ease of search
Broader selection
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Role of Intermediaries(Mediators)
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Franchising
Definition: An authorization granted by a government or
company to an individual or group enabling them to carry out
specified commercial activities, for example acting as an agent
for a company's products.
"Toyota granted the group a franchise
Mobily, STC & Zain telecome granted the group a franchise.
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Franchising
Franchisor provides training, equipment, and support
marketing activities.
Franchisees invest time and finance, and follow copy and
media guidelines of franchisor.
Advantages:
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Franchising
Disadvantages of franchising
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Challenge of Distribution in
Large Domestic Markets
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Distances involved
Multiculturalism
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