KNOWLEDGE OF THE CUSTOMER

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gupta college banglore

Customers involvement in service processes Process is nothing but a step by step procedure which has to be undertaken to complete the service Ex:

1. 2. 3. 4. 5. 6. 7.

Taking appointment Going hospital Telling problem Check up Gathering prescriptions Payment Leaving from hospital

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gupta college banglore

Categories of services processes

1.People processing 2.Possession processing 3.Mental stimulus processing 4.Information processing
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people processing: customer need to be physically present throughout service delivery to receive the desired benefits of such services Ex passenger transportation hair dressing and dental works

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gupta college banglore

Possession processing :Include tangible actions to goods and other

physical possession belongings to the customer in this type the object requiring processing must be present but the customer need not. Ex: Laundry & Dry cleaning

Warehousing & Storage

Repairs & Maintenance

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gupta college banglore

Mental Stimulus processing: It refers to intangible actions at

peoples mind. In this type the customers should be present mentally but can be located either at the same location where the service is being created such as lecture halls sports stadium

Or in an remote location connected by a broadcast or telecommunication such as advertising

music concerts

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gupta college banglore

Information Processing: Describes intangible action directed

at customer assets in this type little direct involvement with the customers may be needed once the request for the service has been initiated and even that can be undertaken remotely by a mail or phone or internet. Ex. Accounting

Banking

Insurance

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gupta college banglore

Thank you
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