Delivering Service through Intermediaries and Electronic Channels (Chapter 14

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 service provider participants  types of service intermediaries  key issues involving intermediaries  strategies for service intermediaries

© 2004 - Dwayne D. Gremler

Service Provider Participants  service principal (originator)  (like a manufacturer)  service deliverer (intermediary)  (like a distributor/wholesaler) © 2004 . Gremler .Dwayne D.

 agents and brokers  e.. Gremler .Dwayne D. © 2004 ..  electronic channels  e.g..Services Intermediaries  franchisees  e.g.g.

Gremler .Dwayne D.Provider Gap 3 CUSTOMER COMPANY Service Delivery GAP 3 Customer-Driven Service Designs and Standards Part 5 Opener © 2004 .

Key Factors Leading to Provider Gap 3 Service Delivery Gap 3 • • • • • 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 © 2004 . Gremler .Dwayne D.

Gremler .Dwayne D.Key Issues Involving Intermediaries     © 2004 .

Electronic Distribution of Services Benefits  Consistent Low Customer Wide Customer ability to  Quick     Challenges  Customers are  Lack of  Price  Inability to and  Lack of  Security  Competition from © 2004 . Gremler .Dwayne D.

Gremler .Dwayne D.Strategies for Effective Service Delivery through Intermediaries Control Strategies   Empowerment Strategies   Partnering Strategies     © 2004 .

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.Dwayne D. to deliver the service © 2004 . using strengths of each. Gremler .