Customer B generates $19,000 (on average) of annual sales for the supplier with a profit margin, Reilly Inc. estimates that its productivity in the year 2019 was 8 t-shirts per labor hour. Variable in Nature: No Two services are delivered in the same way. Comerica Bank in Frisco: Comerica Bank announced corporate expansion plans in North Texas with development underway for its new Business & Innovation Hub in Frisco. Features of these PowerPoint presentation slides: This is a new service development model ppt example file. Including House Accounts: Serve Mints, Taxonomy of Service Processes Low divergence High divergence (standardized service) (customized service) Processing Processing Processing Processing Processing Processing of goods Information of people of goods Information of people Dry Check Auto repair Computer No Cleaning processing Tailoring a programming Customer Restocking Billing for a suit Designing a Contact a vending credit card building machine Ordering Supervision Indirect groceries of a landing customer from a home by an air contact computer controller No Operating Withdrawing Operating Sampling Documenting Driving a customer- a vending cash from an elevator food at a medical rental car service machine an ATM Riding an buffet dinner history Using a worker Assembling escalator Bagging of health club interaction premade groceries Searching for facility (self- furniture information Direct service) in a library Customer Customer Food Giving a Providing Home Portrait Haircutting Contact service service in a lecture public carpet painting Performing worker restaurant Handling transport- cleaning Counseling a surgical interaction Hand car routine bank a tion Landscaping operation washing transactions Providing service mass vaccination, Generic Approaches to Service Design Production-line Limit Discretion of Personnel Division of Labor Substitute Technology for People Standardize the Service Customer as Coproducer Self Service Smoothing Service Demand Customer Contact Degree of Customer Contact Separation of High and Low Contact Operations Information Empowerment Employee Customer. social contexts and socioemotional development. theories of development. chapter focus section 1 development of parties section 2 party organization section 3 nominating, Chapter 19: Using Genetics to Study Development - . social contexts and socioemotional development. - C ontents, Chapter 14 Early Adulthood: Social and Personality Development - . 2022 SlideServe | Powered By DigitalOfficePro, - - - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - - -. learning objectives. Appointments, reservations, price incentives, 3. We've encountered a problem, please try again. in this, Chapter 5 - . fletcher dunn valve software. objectives. CHAPTER 3 - . Chapter 5. What ethical issues are raised in the promotion of sales during a service transaction? Learning Objectives Discuss the new service development process. Course Hero uses AI to attempt to automatically extract content from documents to surface to you and others so you can study better, e.g., in search results, to enrich docs, and more. It appears that you have an ad-blocker running. Professionally designed, visually stunning - New Service Development Model Ppt Example File New Service Development Model Ppt Example File - PowerPoint Templates Free PPTs View New Service Development ppt from POMS 3010 at University of Massachusetts, Lowell. Business Computer Skills has provided professional IT training services for individual students and organizations for almost 20 Years. Chapter 5 New Service Development Learning Outcomes Understand the new A company is considering Pittsburgh, Philadelphia, and Baltimore as candidate locations for a new facility. why services marketing? BM305 Presentation on New Service Development Process, SQ Project Guidelines (Part Two) - July 2013, SQ Project Guidelines (Part One) - July 2013, Mk0015 services marketing and customer relationship management, Customer experience programs in b2b - Analysegruppen whitepaper 2014, Measuring Innovation Pace in FinTech - October 2019. It appears that you have an ad-blocker running. Learning Objectives. Financial Reports and Unclaimed Property Listing. learning objectives. Looks like youve clipped this slide to already. 100 Yen Sushi House Layout Dishwashing Counter in Back CONVERSATION AREA Miso and Tea Station CONVEYOR BELT CONVERSATION AREA TAKE-OUT POSITION ENTRANCE = CHEF. Economic Development. Create stunning presentation online in just 3 steps. Prepare a blueprint for a service operation. There is plenty of information on NPD (New Product Development) there is really nothing on the NSD ( New Service Development). Use the taxonomy of service processes to classify a service operation. the thai silk company. new product and service development funnel - . buying a house a big decision . Describe the customer value . Enjoy access to millions of ebooks, audiobooks, magazines, and more from Scribd. MBA Ranchi women's College, Ranchi University. Describe the service design elements ; Prepare a blueprint for a service operation. Customer-Contact Approach Manufacturing is a controlled environment focused on maximizing productivity and capacity utilization; inventory to decouple production from customer demand Services When low contact then run them as manufacturing in back-office, achieving high capacity utilization and economies of scale When high-contact the quality is determined by customers experience both the process and the outcome are important Separate different components of service into high and low contact areas to bring efficiency Considerations that will impact high and low contact are given in table 4.5 (pp 93), 4. Category: Documents. Instant access to millions of ebooks, audiobooks, magazines, podcasts and more. Learning Objectives. What generic approach to service design does Golfsmith illustrate and what competitive advantages does this design offer? Prepare a blueprint for a service operation. Chapter 4 New Service Development. Post on 05-Jan-2016. New Service Development and Process Design - . Professionally designed, visually stunning - New Service Development Model Ppt Example File hierarchy level. Describe a service process using the dimensions of divergence and complexity. Title: New Service Development 1 New Service Development 2 Learning Objectives. For the weighted-factor rating technique, the company is evaluating each location on three, Customers interact with employees at? E178 Web Service Development With PowerBuilder 9.0 - . Looks like youve clipped this slide to already. new service development cycle service innovation radical service innovation requires a different process and design approach than incremental innovation innovative service firms require enablers to facilitate the process nature of change will dictate where resources are allocated radical innovations imply increased risk and resource investment Mastering Innovation through New Product and Service Development - . Now customize the name of a clipboard to store your clips. There is plenty of information on NPD (New Product Development) there is really nothing on the NSD ( New Service Development). vehicle maintenance, fluid service, and recycling. Discuss the new service development process. Service Development Procedure Ppt PowerPoint Presentation Complete With Slides 5 Key Steps Of Service Development Procedure Ideas PDF Five Components Of Service Development Procedure Microsoft PDF Four Steps Of Service Development Procedure Microsoft PDF Icon For Agile Service Development Procedure Themes PDF Course Hero is not sponsored or endorsed by any college or university. MBA Title: New Service Development and Process Design 1 New Service Development and Process Design 2 Learning Objectives. just like a new product/service of. How has the 100 Yen Sushi House incorporated the just-in-time system into its operations? (8 topics). Contracts and Procurement. Use the taxonomy of service processes to classify a service operation. Chapter 4. ap s 2011 final project: week 4. company overview: nokia inc. $ 50 bn fortune 500, Chapter 4 New Service Development - 4. service management (5e) operations, strategy, information technology by, New Product and Service Development - . Activate your 30 day free trialto continue reading. New Service Development: Initiation Strategies Authors: David Kelly Chris Storey Presenter: Jared Weber What's the Purpose? social and personality development in infancy. Describe a service process using the dimensions of divergence and complexity. The stages in this process are full launch, design, development, analysis, elements, tools. Strategic Positioning Through Process Structure Degree of Complexity: Measured by the number of steps in the service blueprint. About me_ Who am I and why am I here_.pptx, Ukraine Case Study - Mission823, Titan Family Office & Legacy Media Partners.pdf, No public clipboards found for this slide. overview: a body-building plan. Use the taxonomy of service processes to classify a service operation. This is a new service development process ppt PowerPoint presentation templates. New service strategy development Idea generation Front-end Planning Screen ideas against new service strategy Concept development and evaluation Test concept with customers and employees Business analysis Test for profitability and feasibility Service development and testing Conduct service prototype test Market testing Implementation Menu on Blackboard Eliminate Customer Fills Out Form Pre-prepared: No Choice Limit to Four Choices Sundae Bar: Self-service Coffee, Tea, Milk only Serve Salad & Entree Together: Bill and Beverage Together Cash only: Pay when Leaving Specific Table Selection Recite Menu: Describe Entrees & Specials Assortment of Hot Breads and Hors Doeuvres At table. Degree of Divergence Amount of discretion permitted the server to customize the service. asian restaurant in israel. by jf. We Learn - A Continuous Learning Forum from Welingkar's Distance Learning Program. Compare and contrast the generic approaches to service system design. Difficult to Describe & Communicate: Services are intangible & process oriented. Challenges: Service Design. Activate your 30 day free trialto unlock unlimited reading. Use the taxonomy of service processes to classify a service operation. child development. . Economic Development. development across the lifespan. table of contents. Chapter 47 - . Discussion Questions What are the limits in the production-line approach to service? 0 download. Chapter 3. Auto repair Property must be secured from damage or loss Services where the provider provides facilitating goods ex restaurant Appropriate stock levels and the quality of these facilitating goods becomes a concern Processing information Done in back office, ex. We've updated our privacy policy. Chapter 6. our, New product development assignment help service myassignmenthelp.com - We are canadau2019s #1 new product development, Innovation and New Service Development in Tourism, NEW Service - . Commuter Cleaning - New Venture Proposal Prepare a service blueprint for Commuter Cleaning. process becomes the, In the future, information chains will replace supply, Most managers will work in information sectors of the, Process economics will impact the management of. Video On Demand. Describe a service process using the dimensions of divergence and complexity. NEW SERVICE DEVELOPMENT ByVijyata Assistant professor, Dept. SERVICES Services can be defined as economic activities between two parties , implying an exchange of value between seller and buyer in the marketplace. Budget Information. What features differentiate 100 Yen Sushi House and how do they create a competitive advantage? Process Improvement Methodologies For Process Excellence PowerPoint Presentat No public clipboards found for this slide. Weve 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. Public Notices. New Service Development Initiation Strategies. We've encountered a problem, please try again. (ITIL 4) Summary on the four dimensions of service management. element. Compare and contrast the generic approaches to service system design. Give an example of a service in which isolation of the technical core would be inappropriate. Learning Objectives Discuss the new service development process. New Product and Service Development - . Describe a service process using the dimensions of divergence and complexity. enables service providers to connect with their. 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For example a clinic is less complex than a general hospital. Production-Line Approach Characteristics Routine and simple services High standardization Low customer contact Limited discretionary action of personnel to get consistency in service performance Division of Labor total job is broken into groups of simple tasks Substitution of technology for people example ATM machines Service standardization limited service options creates opportunities for predictability and preplanning, 2. product and service design. trends in product & service design. Pricing Strategy - A Focus On Profit, Not Sales, Stages in new product and service development - BY MAUSUMI MOHANTA, Service characteristic of hospitality and tourism marketing. Whats the Purpose?There is plenty of information on NPD (New Product Development) there is really nothing on the NSD ( New Service Development).Investigate how, and what extent, service firms plan their search for new services.Address the general approach service firms have for NSDThe strategies used in choosing potential new service projects. New Service Development. Learn faster and smarter from top experts, Download to take your learnings offline and on the go. For example the activities of an attorney contrasted with those of a paralegal. Offering a unique service which was not not earlier offered into the market is called new service and the process of designing such new service is called New Service Development. Uploaded on Nov 17, 2014 Madonna Delgado + Follow service This preview shows page 1 - 6 out of 17 pages. For example a clinic is less complex than a general hospital. 86), Generic Approaches to Service Design Production-line Customer as Coproducer Customer Contact Information Empowerment, 1. Use the taxonomy of service processes to classify a service operation. Learning Objectives. piaget s approach, Splash Screen - . Managerial Service encounter Service culture Motivation Selection and training Employee empowerment Quality Measurement Monitoring method Expectations versus perceptions Service guarantee Managing capacity and demand Strategies for altering demand and controlling supply Queue management Information Competitive resources Data collection, Strategic Positioning Through Process Structure Degree of Complexity Measured by the number of steps in the service blueprint. Activate your 30 day free trialto continue reading. hierarchy level. City Council Information. Agendas and Minutes. authors: david kelly chris storey presenter: jared weber. Use the taxonomy of service processes to classify a service operation. New Service Development and Process Design Learning Objectives Discuss the new service development process. You can read the details below. the components of, Twelfth Edition - . Click here to review the details. core service. Service Management (5e) Operations, Strategy, Information Technology By Fitzsimmons and Fitzsimmons. Menu on Blackboard Eliminate Customer Fills Out Form Pre-prepared: No Choice Limit to Four Choices Sundae Bar: Self-service Coffee, Tea, Milk only Serve Salad & Entree Together: Bill and Beverage Together Cash only: Pay when Leaving Specific Table Selection Recite Menu: Describe Entrees & Specials Assortment of Hot Breads and Hors Doeuvres At table. BY: LIZA E. DAOANIS. Compare and contrast the generic approaches to service system design. Contact Us. By accepting, you agree to the updated privacy policy. Tap here to review the details. Use the taxonomy of service processes to classify a service operation. Prepare a blueprint for a service operation. Learning Objectives Discuss the new service development process. What are some drawbacks of customer participation in the service delivery process? nyu spring 2010 professor: david goldsmith tl. Activate your 30 day free trialto unlock unlimited reading. The presentation, scheduled for today at 6 p.m. CT, will provide data on four patients who received rimiducid to activate the CaspaCIDe(R) safety switch in an investigator sponsored trial. Compare and contrast the . Prepare a blueprint for a service operation. New service-development-process-design Gopinath Guru 4.9k views 16 slides 3.service product development Akash Bakshi 7.8k views 51 slides Processes services Rajwinder Bhatti 15.3k views 34 slides Service quality presentation atul_soni 9.4k views 25 slides Services marketing service quality Tom Chapman 47.8k views 55 slides university of texas at dallas. core service example. NEW SERVICE DEVELOPMENT Intangibility, Inseparability, Perishability, and Variability are the basic . found in 1951 by american entrepreneur. Get powerful tools for managing your contents. 1. introduction to services. Investigate how, and what extent, service firms plan their search for new services. Complexity of services increase over a long period. 2022 SlideServe | Powered By DigitalOfficePro, - - - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - - -. Discuss the new service design and development process, Describe a service process structure using the dimensions of, Use the taxonomy of service processes to classify a service, Contrast the generic approaches to service system design, Discuss how IT can empower both employees and customers, involve minor adjustments to existing service features, majority of Internet services over last five years, style changes (e.g., new uniforms for waiters/waitresses), involve increased risk and resource investments, online auctions such as eBay or Priceline.com, new services in defined market (start-ups), after innovation is launched, its dev. 4. They give you many a penny for your thoughts. ian parberry university of north texas. In 2020, Reilly estimated its productivity as 9 t-shirts per labor hour. central cheshire pct dr bill forsyth. Enjoy access to millions of ebooks, audiobooks, magazines, and more from Scribd. service and technology differences in, COGNITIVE DEVELOPMENT IN INFANCY - Chapter 5. cognitive development in infancy. NEW SERVICE Weve 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. Clipping is a handy way to collect important slides you want to go back to later. Address . Professionally designed, visually stunning - New Service Development Process Ppt PowerPoint Presentation Microsoft server structures external data representation remote procedure call (rpc) interface, Strategic Positioning Through Process Structure. Learn faster and smarter from top experts, Download to take your learnings offline and on the go. By whitelisting SlideShare on your ad-blocker, you are supporting our community of content creators. surface evaluation. . You can read the details below. Taken Personally by Maltre d Individually Prepared at table Expand to 20 Choices: Add Flaming Dishes; Bone Fish at Table; Prepare Sauces at Table Expand to 12 Choices Add Exotic Coffees; Sherbet between Courses; Hand Grind Pepper Choice of Payment. check processing at a bank Providing information over phone , ex. ByVijyata what is world health connection? Degree of divergence Low divergence standardized service with high volume Tasks are routine Relatively low level of technical skills required Production-line approach, example, McDonalds High divergence customized services More technical and analytical skills required More flexibility required More capacity required, 2. spring 2011 pp. DEVELOPMENT Why is Golfsmith a good candidate for Internet sales? sr kimpton hotel group. describe a. Managing Operations, Quality and Productivity by nabeel, Game Changing Quality Strategies that Drive Organizational Excellence, presentation_Differentiation_Workshop_Kunal, Production and Operations management Introduction, Pgbm03 MBA OPERATION MANAGEMENT session 04 process design, CFW Supply Chain Event - Contract Law - Berry Smith LLP, Organization Report on Warm stream-Heat Transfer People. Golfsmith Prepare a service blueprint for Golfsmith. learning objectives. This is a four stage process. new menu items) Service Improvements: changes in features of currently offered service Style Changes: modest visible changes in appearances, Technology Driven Service Innovation Power/energy - International flights with jet aircraft Physical design - Enclosed sports stadiums Materials - Astroturf Methods - JIT and TQM Information - E-commerce using the Internet, Service Design Elements Structural- Delivery system- Facility design- Location- Capacity planning Managerial- Service encounter- Quality- Managing capacity and demand- Information, New Service Development Cycle Full-scale launch Post-launch review Full Launch Development Enablers Formulation of new services objective / strategy Idea generation and screening Concept development and testing People Organizational Context Teams Service design and testing Process and system design and testing Marketing program design and testing Personnel training Service testing and pilot run Test marketing Product Technology Systems Tools Analysis Design Business analysis Project authorization. -Amanda T (Yale New Haven Hospital). contents. New Service Development and Innovation Workshop - . What ethical issues are raised in the promotion of sales during a service transaction? View Notes - 5 NEW SERVICE DEVELOPMENT- Detailed notes (2).ppt from MANAGEMENT MG316 at University of the South Pacific. New Service Development and Process Design - . 17 views. Give an example of a service in which isolation of the technical core would be inappropriate. Prepare a blueprint for a service operation. Discuss the new service development process. Describe a service process using the dimensions of divergence and complexity. Increase productivity with our New Service Development Process Ppt PowerPoint Presentation Templates. Investigate how, and what extent, service firms plan their search for new services. customer satisfaction designing, Chapter 6 More on Matrices - . Prepare a blueprint for a service operation. - A free PowerPoint PPT presentation (displayed as an HTML5 slide show) on PowerShow.com - id: 723f52-NTViZ The SlideShare family just got bigger. Free access to premium services like Tuneln, Mubi and more. 1. Structural Delivery system Front and back office Automation Customer participation Facility design Size Aesthetics Layout Location Customer demographics Single versus multiple sites Competition Site characteristics Capacity planning Managing queues Number of servers Accomodating average or peak demand, Service Design Elements2. Free access to premium services like Tuneln, Mubi and more. Prepare a blueprint for a service operation. Our New Service Development Process PowerPoint Layout ensure a fair exchange. New Service Development Process - . Chapter 1. prenatal development and birth. 2. about kimpton hotel group every hotel, Chapter 04 New Service Development - . New Service Development. Discussion Questions What are the limits in the production-line approach to service? Prepare a blueprint for a service operation. Compare and contrast the generic approaches to service system design. Want to read all 17 pages. By accepting, you agree to the updated privacy policy. rl spring 2010. who are we???. I pasted a website that might be helpful to you: www.HelpWriting.net Good luck! New Service Development Chapter 5 New Service Development Cycle Service Innovation Radical Service Innovation Requires a different process and design approach than . Levels of Service Innovation Radical Innovations Major Innovation: new service driven by information and computer based technology Start-up Business: new service for existing market New Services for the Market Presently Served: new services to customers of an organization Incremental Innovations Service Line Extensions: augmentation of existing service line (e.g. Click here to review the details. Technological innovations drive process economics. Group of answer choices Customer connection points Customer engagement points Customer contact points Customer reflection points Flag this Question Question 3, Which department provides projections for sales that are used as input to the forecasting process? Using the data in Table 4.6 calculate a break-even price per shirt if monthly demand is expected to be 20,000 shirts and the contract with a cleaning plant stipulates a charge of $0.50 per shirt. You will come out on top. mcgraw-hill/irwin service management: operations, strategy, and information, New Service Development: Initiation Strategies - . Discuss the new service development process. The SlideShare family just got bigger. New Service Design and Development Objectives: Discuss the new service design and development process Describe By whitelisting SlideShare on your ad-blocker, you are supporting our community of content creators. middleware. Authors David Kelly ; Chris Storey ; Presenter Jared Weber; 2 Whats the Purpose? after studying chapter 12, the reader will be able to: prepare, Chapter 5 The Service Delivery System - . power point slides prepared by, Chapter 4 - . it is difficult to imagine that each of us began life, Chapter - . professor at AMA International University - Bahrain. new, New Product and Service Development THE NEW HOUSE - . Haircut or surgical operation High interpersonal skills required as well as technical skills, 3. What is Reilly's productivity. element. Compare and contrast the generic approaches to service system design. Customer as Co-Producer Characteristics For most services, the customer is present when the service is being performed We can use the customer as a productive worker through proper design of the service Either compensate the customer for their service or design in such a way that he/she does not feel as a co-producer Self Service E-tickets over the Internet provide convenience Smoothing Service Demand will allow better use of capacity, which is time-perishable To implement demand-smoothing strategy, customers must participate, adjusting the time of their demand to match availability of the service. Group of answer choices Operations Field sales Supply management Distribution, Customer A generates $17,500 (on average) of annual sales for a supplier with a profit margin of 12%. What are some drawbacks of customer participation in the service delivery process? vehicle maintenance lubrication, Chapter 4 - . Prepare a blueprint for a service operation. Get powerful tools for managing your contents. Suggest other services that could adopt the 100 Yen Sushi House service delivery concept. cfd. Debt Information. Create stunning presentation online in just 3 steps. Phone banking Processing People, ex. kittipong klomklaum senior system analyst / data modeler bank of thailand, CHAPTER 12 Steering Linkage and Service - . Tap here to review the details. Describe a service process using the dimensions of divergence and complexity. a website that seeks to educate the, New Product and Service Development - . Discuss the new service development process. Microsoft PowerPoint is a Presentation development application used to create, format and deliver professional presentations. core good example. animal development. Discuss the new service development process. Assistant professor, Dept. Describe a service process using the dimensions of divergence and complexity. - A free PowerPoint PPT presentation (displayed as an HTML5 slide show) on PowerShow.com - id: 3c72f9-Nzg2N Object of the Service Process Working on goods of the customer, ex. A Texas Enterprise Fund grant of $525,000 was extended to the company. Now customize the name of a clipboard to store your clips. Report New Product and Service Development - . once upon a time in a galaxy far, far. Figure 4.3 (pp 85) Allows us to see the market positioning of a service based on degree of complexity and degree of divergence allowed, TAKE RESERVATION SEAT GUESTS, GIVE MENUS SERVE WATER AND BREAD TAKE ORDERS PREPARE ORDERS Salad (4 choices) Entree (15 choices) Dessert (6 choices) Beverage (6 choices) SERVE ORDERS COLLECT PAYMENT No Reservations Self-seating. Describe a service process using the dimensions of divergence and complexity. ideation. Including House Accounts: Serve Mints Structural Alternatives for a RestaurantTable 4.3 (pp 85) LOWER COMPLEXITY/DIVERGENCE CURRENT PROCESS HIGHER COMPLEXITY/DIVERGENCE, Taxonomy for Service Process Design Service processes can be classified using the concept of Divergence the object toward which service activity is directed Degree of customer contact, 1. development. Critique the business concept, and make recommendations for improvement. INTERACTIVE CLASS EXERCISE The class breaks into small groups and prepares a service blueprint for Village Volvo. prepare a blueprint for a service operation. What generic approach to service design is illustrated by Commuter Cleaning, and what competitive advantage does this offer? Describe a service process using the dimensions of divergence and complexity. 100 Yen Sushi House Prepare a service blueprint for the 100 Yen Sushi House. Prepare a blueprint for a service operation. what are services? a report to greatwhite technology group new york, ny october 23, 2005. gwtg. Student at R M K College of Engineering and Technology, 1. Learning Objectives Discuss the new service development process. Learning Objectives Discuss the new service development process. New Service Development. 1. New Service Development ppt - New Service Design and Development Objectives: Discuss the new service design and development process Describe a service. jinyou zhu senior software engineer sybase inc. [email protected]. 4 Service Management (5e) Operations, Strategy, Information Technology By Fitzsimmons and Fitzsimmons Chapter 4 New Service Development. an organism arises from a fertilized egg as the result. Chapter 7. 2. Compare and contrast the generic approaches to service system design. The project is expected to create 100 new jobs and more than $29 million in capital investment. core good example. Open Records Requests. a bit of history. whats, New Product & Service Development - winning isn't everythingits the only thing -vince lombardi. topics. Information Empowerment Employee empowerment faster and accurate Record keeping customer names Supplier relationship Communication with other firms All aspects of an operation can be integrated (ERP systems) Customer empowerment Customers can use Internet to educate themselves, Customer Value Results produced for the customer It must satisfy the need for which it was purchased Process quality Since customer is a part of the process of service delivery, therefore improvement in service quality will be appreciated by the customer Price to the customer Greater consistency in service quality should lower cost because that allows greater alignment between customer perceptions and expectations; resulting in lower price being offered to customer Cost of acquiring the service Total cost of acquiring the service is important to customers. 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