服务市场营销培训 12页

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要求消费者亲临现场的服务：如身体检查、美容美发等●不需要消费者亲临现场的服务：汽车修理、成衣熨烫等。③依据消费者个人需要与企业需要的不同分类●专对个人需要的专一化服务●面对个人需要与企业需要的混合性服务④依据服务组织的目的与所有制分类●营利性服务●非营利性服务，既已社会公益服务为目的的服务。●私人服务●\n服务市场营销培训公共服务：以社会主义全民所有制和集体所有制为主体，面对全社会公益事业的服务。（3）根据消费者选择服务自由度的大小分类①标准化服务：消费者选择的余地很小，需求可能得不到完全的满足。例如：公共交通提供的服务。②非标准化服务：这种服务消费者选择的余地很大，需求可以很好的被满足。越是非标准的服务，消费者的满意度就越高，企业营销管理的难度也相应增大。3.服务业亦称第三产业，有狭义和广义的区别，狭义的仅指传统的生活服务业，如商业，餐饮业，个人和家庭服务业以及修理业。广义的则指第三产业。主要类型有：（1）交通运输业（2）通信业（3）商业（4）金融业（5）工商服务和专业性服务（6）娱乐和休闲业（7）杂项服务业10.1.3服务的特征服务在生产、销售环节中有别于有形产品，有着自己的特点。1.无形性服务的无形性增加了企业促销的难度，企业很难向消费者完整的展示服务，以刺激购买。服务介绍的诚实性与准确性是服务质量所要求的。2.不可分离性是指服务的生产过程和消费过程是同时进行的。具体如下：\n服务市场营销培训（1）消费者的参与程度影响服务结果（2）服务的具体提供者将直接影响服务水平：服务营销必需研究消费者在多大程度上参与服务，以及如何参与服务的问题。（3）提供服务的地点很重要：尽可能的接近消费者，更多发展代理商。3.差异性：是指服务的构成成分及其质量水平经常变化，难以统一认定。4.不可储存性：服务一般是即时生产、即时消费，不可存储的，如果生产量大于需求量，多余的服务将会消失而不能换为下以阶段的供给。5.所有权的不可转让性：是指服务的生产和消费过程中不涉及任何东西的所有权的转移，服务在交易完毕后便消失了。10.2服务质量管理10.2.1服务质量的内容1.服务质量的概念服务质量是产品生产的服务或服务业满足规定或潜在要求（或需要）的特征和特性的总和。服务交易过程中消费者参与性和生产、消费的不可分离性，服务质量必需经消费者认可，并被消费者所识别，服务质量的内涵包括如下内容：1.服务质量是顾客感知的对象2.服务质量一方面要有客观方法加以制定和衡量，另一方面要更多地按顾客主观的认识加以衡量和检验3.服务质量发生在服务生产和交易过程之中4.服务质量是服务企业与顾客交易的真实瞬间实现的显然，服务质量有预期服务质量与感知服务质量之别。预期服务质量即消费者对服务企业所提供服务预期的满意度，感知服务质量则是消费者对服务企业提供的服务实际感知水平。预期质量受四个因素的影响：●市场沟通：包括广告、直接邮寄、公共关系和促销活动等。直接为企业所控制。●企业形象●顾客口碑●消费者需求2.服务质量的构成要素\n服务市场营销培训服务质量既是服务本身的特性和特征的总和，也是消费者感知的反应，因而服务质量既由服务的技术质量，职能质量，形象质量和真实瞬间构成，也由感知质量与预期质量的差距所体现。由技术质量、职能质量、形象质量和真实瞬间构成。也由感知质量与预期质量的差距所体现。l技术质量是指服务过程的产出，即消费者从服务过程中所得到的东西。顾客较容易感知，也便于评价。例如旅馆设备是否舒适、繁多。l职能质量是指服务推广的过程中消费者所感受到的服务人员在履行职责时的行为、态度、穿着和仪表等给消费者带来的利益和享受。完全取决于消费者的主观感受。难以进行客观评价。l形象质量是指企业在社会公众心目中形成的总体印象。如果企业拥有良好的形象质量，些许的失误会得到消费者的谅解，如果失误频繁发生，则必然会破坏企业的形象。倘若企业形象不佳，则企业任何细微的失误都会给消费者造成很怀的印象。l真实瞬间则是服务过程中消费者与企业进行服务接触的过程。是服务质量展示的有限时机，一旦时机过去，服务交易结束，企业就无法改变消费者队服务质量的感知。10.2.2服务质量的测定服务质量的测定是服务企业对消费者感知服务质量的调研、测算和认定，从管理角度出发，优质服务必须符合以下标准：1.规范化和技能化：相信能够提供规范作业，由必要的知识和技能。2.态度和行为：能感到服务人员用友好的方式主动关心照顾他们，以实际行动解决问题。3.可亲近性和灵活性：能灵活的根据消费者的要求随时加以调整。4.可靠性和忠诚感5.自我修复：无论何时出现意外，服务提供者将迅速有效的采取行动，控制局势，寻找新的可行的补救措施。6.名誉和可信性:服务提供者经营活动可以信赖，物有所值。\n服务市场营销培训以上6标准中，规范化和技能化与技术质量有关，名誉和可信性与形象有关，其余四项标准与过程有关，代表了职能质量。与服务感知质量有关的服务监督是可感知的控制，如果消费者对消费毫无控制能力，他们就会感到不满足。消费者希望对服务交易有一定的控制能力。服务质量测定一般采取评分量化的方式进行，具体的程序是：（1）测定消费者的预期服务质量（2）测定消费者的感知服务质量（3）确定服务质量：服务质量＝消费者的预期服务质量－消费者的感知服务质量10.2.3服务质量的管理1.服务质量差距的管理经过长期的实践，美国服务问题专家建立了一个服务质量差距分析模型，见书P188页。首先，模型说明了服务字汇拉是如何形成的。上半部涉及了与消费者有关的现在，期望的服务是消费者的实际经理、个人需求以及口碑沟通的函数。另外，也受到企业营销沟通活动的影响。实际经理的服务，在模型中称为感知服务，他是一系列内部决策和内部活动的结果。分析和设计服务质量时，先考虑哪些步骤，然后查出问题根源。要素之间有五种差距，它们造成的结果和产生的原因分述如下：（1）管理者认识的差距这一差距指管理者对期望质量的感觉不明确。产生的原因有：①对市场研究和需求分析的信息不准确②对期望的解释信息不准确③没有需求分析④从企业与消费者联系的层次向管理者传递的信息失真或丧失⑤臃肿的组织层次阻碍或改变了消费者联系中所产生的信息\n服务市场营销培训治疗措施各不相同，如果问题是由管理引起，显然不是改变管理，就是改变对服务竞争特点的认识，后者更加合适。（2）质量标准差距这一差距指服务质量标准与管理者对质量期望的认识不一致。原因如下：①计划失误或计划过程不够充分②计划管理混乱③组织无明确目标④服务质量的计划得不到最高管理层的支持消费者感知的服务质量是成功的关键因素，因此在管理清单上把质量排在前列是非常必要的。缩小质量标准差距，援笔任何严格的目标和计划过程重要得多。（3）服务交易差距这一差距指在服务生产和交易过程中，员工的行为不符合质量标准，可能的原因如下：①标准太复杂或太苛刻②员工对标准有不同意见③标准与现有的企业文化发生冲突④服务生产管理混乱⑤内部营销不充分或根本不开展内部营销⑥技术和系统没有按照标准为工作提供便利引起的原因粗略分三类：l管理和监督：解决方法是消除员工中所有模棱两可的因素，改革监控制度，更好的培训员工。l员工对标准规则的认识和对消费者需要的认识：一是招聘员工时出现的失误导致，解决方法是改革招聘制度。二是员工对职责认识不清，治疗方法是明确职责，不要让一些无关紧要的事务影响必要的工作。l缺少生产系统和技术的支持。向员工介绍结束与生产和管理制度的方法不正确。解决方法是加强培训，重视内部营销。\n服务市场营销培训（4）营销沟通的差距这一差距指营销沟通行为所作出的承诺与实际提供的服务不一致，原因：①营销沟通计划与服务生产未能统一②传统的市场营销和服务生产未能统一③营销沟通提出一些标准，但组织却不能按照这些标准完成工作④有故意夸大其辞，承诺太多的倾向针对的治疗方法是建立一种使外部营销沟通活动的计划和执行与服务生产统一起来的制度。制定更加完善的计划程序。（5）感知服务质量的差距这一差距指感知或者经理的服务与期望的服务不一样，导致后果：①消极的质量评价（劣质）和质量问题②口碑不佳③对公司形象的消极影响④丧失业务这一差距也有可能产生积极的结果。可能导致相符的字汇拉或过高的质量。2.服务承诺亦称服务保证，是一种以消费者为尊、以消费者满意为导向，在服务产品销售前对消费者许诺若干服务项目以引起消费者的好感和兴趣，招徕消费者积极购买服务产品，并在服务活动中忠实履行承诺的制度和营销行为。服务承诺通常对服务的下述内容进行承诺：●服务质量的保证●服务时限的保证●服务附加值的保证●服务满意度的保证等比如：l消费者只要不满意，无论何种原因，都可以全额退款\n服务市场营销培训l误点绝不超过5分钟，否则退钱（交通企业）l存取款只用1分钟，保证不延误时间l购买手机实行三包政策（电信业）等企业实行服务承诺可以采取以下措施：（1）制定高标准（2）不惜付出相当的赔偿代价（3）特别情况特别处理（4）提供简洁的保证（5）简化消费者申诉的程序（6）将服务满意列入企业发展的经济指标\n服务市场营销培训小结1、服务营销将是新世纪的主导，服务营销将随着知识经济的日臻成熟而日益显现其重要性。服务营销学在20世纪60年代兴起于西方，服务营销学的兴起缘于服务业的迅猛发展和产品营销中服务日益成为竞争焦点的客观实际。服务营销学的发展经历了三个阶段。中国有必要推动服务营销学的传播和应用。服务营销学从市场营销学中脱胎出来，但又与市场营销学存在着明显的差异性和独特的研究视角。2.、服务有别于产品，服务的不可感知性，不可分离性，品质差异性，不可贮存性和所有权的不可转让性是服务区别于产品的主要特征。随着人类经济活动和社会分工的深化，服务业的分类越来越引起人们的重视，人们从不同角度对其进行细分。服务业的发展是现代经济发展的突出特征。中国服务市场不能脱离国际大背景，中国已在众多的服务业实行了开放，随着新世纪的到来，中国将进一步扩大开放。3、服务质量是服务营销的核心问题。服务质量是预期质量与感知服务质量的比较。服务质量由服务的技术质量，职能质量，形象质量和真实瞬间构成。服务质量的测定依据归纳为规范化和技能化，态度和行为，可亲近性和灵活性，可靠性和忠诚感，自我修复，名誉和可信性等六条标准。服务质量管理的关键是进行服务质量差距的管理。服务质量差距模型从管理认识差距，质量标准差距，服务交易差距，营销沟通差距，感知服务质量差距等五个方面分析了差距形成的原因及管理和对策。服务承诺是现代营销活动中不可忽视的策略，是企业利润增长的依托，应大力推行服务承诺制度。思考题与练习题10—1服务的含义是什么？10—2服务营销的组合要素有哪些？10—3服务的特征有哪些？10—4服务质量的构成要素有哪些？10—5服务质量差距分析模式表明，提供服务可能存在哪几个方面的差距，应对的策略有哪些？蚈羄蒀莀袃衿蒀薂蚆芈葿蚅羂膄蒈螇螅肀蒇蒇羀羆肄蕿螃袂肃蚁羈膁膂莁螁肇膁蒃羇羃膀蚅蝿罿腿螈蚂芇膈蒇袈膃膈薀蚁聿膇蚂袆羅膆莂虿袁芅蒄袄膀芄薆蚇肆芃蝿袃肂节蒈螅羈节薁羁袄芁蚃螄膂芀莂罿肈艿蒅螂羄莈薇羇袀莇虿螀腿莆荿薃膅莆薁衿肁莅蚄蚁羇莄莃袇袃莃蒆蚀膂莂薈袅肈蒁蚀蚈羄蒀莀袃衿蒀薂蚆芈葿蚅羂膄蒈螇螅肀蒇蒇羀羆肄蕿螃袂肃蚁羈膁膂莁螁肇膁蒃羇羃膀蚅蝿罿腿螈蚂芇膈蒇袈膃膈薀蚁聿膇蚂袆羅膆莂虿袁芅蒄袄膀芄薆蚇肆芃蝿袃肂节蒈螅羈节薁羁袄芁蚃螄膂芀莂罿肈艿蒅螂羄薃螂膂肅薂羄羅蒄薁蚄袈莀薀螆肃芆蕿袈袆膂蕿薈肁肈蚈蚀袄莆蚇螃肀节蚆袅袃膈蚅薅肈膄蚄螇羁蒃蚃衿膆荿蚃羁罿芅蚂蚁膅膁芈螃羇肇莇袆膃莅莆薅羆芁莆螈膁芇莅袀肄膃莄羂袇蒂莃蚂肂莈莂螄袅芄莁袇肁膀蒀薆袃肆蒀虿聿莄葿袁袂莀蒈羃膇芆蒇蚃羀膂蒆螅膆肈蒅袇羈莇蒄薇膄芃薄虿羇腿薃螂膂肅薂羄羅蒄薁蚄袈莀薀螆肃芆蕿袈袆膂蕿薈肁肈蚈蚀袄莆蚇螃肀节蚆袅袃膈蚅薅肈膄蚄螇羁蒃蚃衿膆荿蚃羁罿芅蚂蚁膅膁芈螃羇肇莇袆膃莅莆薅羆芁莆螈膁芇莅袀肄膃莄羂袇蒂莃蚂肂莈莂螄袅芄莁袇肁膀蒀薆袃肆蒀虿聿莄葿袁袂莀蒈羃膇芆蒇蚃羀膂蒆螅膆肈蒅袇羈莇蒄薇膄芃薄虿羇腿薃螂膂肅薂羄羅蒄薁蚄袈莀薀螆肃芆蕿袈袆膂蕿薈肁肈蚈蚀袄莆蚇螃肀节蚆袅袃膈蚅薅肈膄蚄螇羁蒃蚃衿膆荿蚃羁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