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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) • service provider participants • types of service intermediaries • key issues involving intermediaries • strategies for service intermediaries ã 2004 - Dwayne D. Gremler
Service Provider Participants • service principal (originator) (like a manufacturer) • service deliverer (intermediary) (like a distributor/wholesaler) ã 2004 - Dwayne D. Gremler
Services Intermediaries • franchisees • e.g., • agents and brokers • e.g., • electronic channels • e.g., ã 2004 - Dwayne D. Gremler
GAP 3 Provider Gap 3 CUSTOMER Service Delivery COMPANY Customer-Driven Service Designs and Standards Part 5 Opener ã 2004 - Dwayne D. Gremler
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
Key Issues Involving Intermediaries ã 2004 - Dwayne D. Gremler
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
Strategies for Effective Service Delivery through Intermediaries Control Strategies Empowerment Strategies Partnering Strategies ã 2004 - Dwayne D. Gremler
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