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    The Servuction Model

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    SonalDhanani
    The Servuction Model illustrates factors that influence the customer's service experience, including visible and invisible elements. It refers to the underlying rules and processes that shape organizational operations. Visible factors include the service environment (serviscape), contact personnel, and other customers. The model demonstrates that customers actively or passively participate in co-producing the service. Managers must understand this interactive nature and focus on managing the customer's overall experience.

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    The Servuction Model

    Uploaded by

    SonalDhanani
    520 views2 pages
    The Servuction Model illustrates factors that influence the customer's service experience, including visible and invisible elements. It refers to the underlying rules and processes that shape organizational operations. Visible factors include the service environment (serviscape), contact personnel, and other customers. The model demonstrates that customers actively or passively participate in co-producing the service. Managers must understand this interactive nature and focus on managing the customer's overall experience.

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    marketing

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    The Servuction Model illustrates factors that influence the customer's service experience, including visible and invisible elements. It refers to the underlying rules and processes that shape organizational operations. Visible factors include the service environment (serviscape), contact personnel, and other customers. The model demonstrates that customers actively or passively participate in co-producing the service. Managers must understand this interactive nature and focus on managing the customer's overall experience.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    520 views2 pages

    The Servuction Model

    Uploaded by

    SonalDhanani
    The Servuction Model illustrates factors that influence the customer's service experience, including visible and invisible elements. It refers to the underlying rules and processes that shape organizational operations. Visible factors include the service environment (serviscape), contact personnel, and other customers. The model demonstrates that customers actively or passively participate in co-producing the service. Managers must understand this interactive nature and focus on managing the customer's overall experience.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
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    The Servuction Model

    This model is used to illustrate the factors that influence service experience ,
    including those that are visible and invisible to customer (organization system)
    It refers to the rules, regulations and processes upon which the organization is
    based. Although they are invisible to the customers, they have a very profound
    effect on the consumers service experience.
    Visible part consists of 3 parts: Serviscape (inanimate environment), contact person
    nel/service providers, and other consumers.
    Service scape- It refers to the use of physical evidence to design service
    environments. It consists of ambient conditions such as music, inanimate objects
    that assist the frm
    incompleting is tasks, such as furnishing and business equipment. All nonlivingfeatures present during service encounter. Contact personnel: :Employees
    other than primary providers that interact with consumer.
    Service Provider: Primary provider of core service, such as dentist, physician or instr
    uctor.
    Other Customers- Customer A : Recipient of bundle of benefits created throughservi
    ce experience and customer B : Other customers who are part of Customers
    Asexperience.
    Servuction model demonstrates consumers are an integral part of service process.
    The Slevel of participation may be active or passive, but always there. Managers
    must understand the interactive nature of services and customer involvement in
    production process. The four components of the servuction model combine to create
    the experience for the consumer and it is the experience that creates the bundle of
    benefits for the consumer.
    Molecular Model:

    Molecular model is a conceptual Model of the relationship between tangible and


    intangible
    Components of a firms operation. One of the primary benefits obtained from
    developing a
    Molecular model is that it is a management tool that offers the opportunity to
    visualize the firms
    Entire bundle of benefits that its product offers to the customer.

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