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Delivering Service through Intermediaries and Electronic Channels (Chapter 14)

Delivering Service through Intermediaries and Electronic Channels (Chapter 14). service provider participants types of service intermediaries key issues involving intermediaries strategies for service intermediaries. Service Provider Participants. service principal (originator)

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Delivering Service through Intermediaries and Electronic Channels (Chapter 14)

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  1. Delivering Service through Intermediaries and Electronic Channels (Chapter 14) • service provider participants • types of service intermediaries • key issues involving intermediaries • strategies for service intermediaries ã 2004 - Dwayne D. Gremler

  2. Service Provider Participants • service principal (originator) (like a manufacturer) • service deliverer (intermediary) (like a distributor/wholesaler) ã 2004 - Dwayne D. Gremler

  3. Services Intermediaries • franchisees • e.g., • agents and brokers • e.g., • electronic channels • e.g., ã 2004 - Dwayne D. Gremler

  4. GAP 3 Provider Gap 3 CUSTOMER Service Delivery COMPANY Customer-Driven Service Designs and Standards Part 5 Opener ã 2004 - Dwayne D. Gremler

  5. Gap 3 Key Factors Leading to Provider Gap 3 Service Delivery • Key Factors Related to Intermediaries: • conflict over objectives and performance • conflict over costs and rewards • control of service quality • empowerment vs. control • channel ambiguity Customer-Driven Service Designs and Standards ã 2004 - Dwayne D. Gremler

  6. Key Issues Involving Intermediaries ã 2004 - Dwayne D. Gremler

  7. Consistent Low Customer Wide Customer and ability to Quick Customers are Lack of Price Inability to Lack of Security Competition from Electronic Distribution of Services Benefits Challenges ã 2004 - Dwayne D. Gremler

  8. Strategies for Effective Service Delivery through Intermediaries Control Strategies Empowerment Strategies Partnering Strategies ã 2004 - Dwayne D. Gremler

  9. Strategies for Service Intermediaries • control strategies • service principal is the most powerful participant • empowerment strategies • service principal allows more leeway/gives more control to intermediary • partnering strategies • service principal and intermediary work together, using strengths of each, to deliver the service ã 2004 - Dwayne D. Gremler

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