Explain the features of service differentiation.
Posted by Ripon Abu Hasnat on Wednesday, February 24, 2016 | 0 comments
The main features of service differentiation are-
Ease in ordering:
Corporations like Dell, Baxter Healthcare and web-based services like peapod and net grocer have eased the process of placing an order. One does not have to step out of the house to buy the product.
Delivery:
It is related to how well a product or a service is delivered to the customer with speed and accuracy. The best examples are again Dell, which delivers its products right at the doorstep of the customers.
Installation:
It refers to the work undertaken to make the product operational at the prescribed location. Buyers of heavy equipment expect good installation service. Differentiation by installation is particularly important for companies that offer complex products such as computers and machinery.
Customer training:
It refers to how the seller provides training to the buyer about the product and how to use it. General Electric supplies and installs expensive X-rays equipment in hospitals but also gives extensive training to the staff of hospitals about using the machines.
Customer consulting:
It refers to the data, information systems and advising services that the seller offers to buyers. For example, the Rite aid drugstore chain’s communication program, called the Vitamin Institute provides customers with research so they can make more educated judgments and feel comfortable asking for help. On the web, Rite Aid has teamed up with drugstore.com to offer even more comprehensive health related information.
Maintenance and repair:
It refers to the post-sale services which generally include maintenance and repair services. Automobile manufacturers are often seen providing free services initially for the automobiles.
Corporations like Dell, Baxter Healthcare and web-based services like peapod and net grocer have eased the process of placing an order. One does not have to step out of the house to buy the product.
Delivery:
It is related to how well a product or a service is delivered to the customer with speed and accuracy. The best examples are again Dell, which delivers its products right at the doorstep of the customers.
Installation:
It refers to the work undertaken to make the product operational at the prescribed location. Buyers of heavy equipment expect good installation service. Differentiation by installation is particularly important for companies that offer complex products such as computers and machinery.
Customer training:
It refers to how the seller provides training to the buyer about the product and how to use it. General Electric supplies and installs expensive X-rays equipment in hospitals but also gives extensive training to the staff of hospitals about using the machines.
Customer consulting:
It refers to the data, information systems and advising services that the seller offers to buyers. For example, the Rite aid drugstore chain’s communication program, called the Vitamin Institute provides customers with research so they can make more educated judgments and feel comfortable asking for help. On the web, Rite Aid has teamed up with drugstore.com to offer even more comprehensive health related information.
Maintenance and repair:
It refers to the post-sale services which generally include maintenance and repair services. Automobile manufacturers are often seen providing free services initially for the automobiles.
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