PRESENTATION ON

SERVICE AS A PROCESS

Made by :-
Naveen Kumar Teotia
PGDM 3rd Sem
Roll no. – M08073
 SERVICE
“ Activity or benefit that one party can offer to
another that is essentially intangible and does not
result in the ownership of anything. Its
production may or may not be tied to a physical
product. ”
 SERVICE AS A
PROCESS
The purchase process for services
involves
following steps-
1. Pre-purchase stage
2. Service Encounter stage
3. Post-purchase stage
1.Pre-purchase stage
Awareness of Need

Information Search
•solutions
•Identify alternative Define needs
•Explore service suppliers

Evaluation of alternative service suppliers

•Review documentation (e.g. advertising, brochures,
websites)
•Visit possible service suppliers ; speak to personnel
•Consult with other people (e.g. friends , family, other
customers)
2.SERVICE ENCOUNTER
STAGE

Request service from chosen supplier

(or initiate self-service)

Service Delivery
3. POST-PURCHASE STAGE

Evaluation of service performance

Future Intentions
THANK YOU