We are here with you hands in hands to facilitate your learning & don't appreciate the idea of copying or replicating solutions. Read More>>

Looking For Something at vustudents.ning.com? Click Here to Search

www.bit.ly/vucodes

+ Link For Assignments, GDBs & Online Quizzes Solution

www.bit.ly/papersvu

+ Link For Past Papers, Solved MCQs, Short Notes & More


Dear Students! Share your Assignments / GDBs / Quizzes files as you receive in your LMS, So it can be discussed/solved timely. Add Discussion

How to Add New Discussion in Study Group ? Step By Step Guide Click Here.

Topic: Characteristics of Service Quality to delight customersSupplements for Lecture 13 /14     

 

 Learning Objectives:

  • To probe into characteristics of service quality that delight customers
  • To acquaint students with practical application of dimensions of service quality

 

Background:

 

The fundamental point of difference between products and services is the fact that services are intangible i.e. cannot be seen felt or touched while products are tangible. The important implication of intangibility is evident in the purchase process of a service. The purchase process of legal services is quite different from purchase process of an air conditioner.

Similarly purchase process of a bank in which you are going to open a bank account requires a lot of discretion and deliberation on the part of the account opener for the reason that services are deeds and processes; they cannot be seen, felt, or touched. Services are abstractions which cannot be directly examined before they are purchased. In the case of a bank the services and benefits that a customer receives are all intangible in nature and character.

 Requirement:

 

 Being a marketing manager at a bank, suggest 5 ways ambiguity introduced by the intangibility dimension in the services offered by the bank can be minimized.
 

Note:
You are not to discuss the element of product here by way of mentioning attractive rates and schemes. The focus of your question is not designing attractive schemes but rather ways and means that could minimize the intangibility of banks

It is an application based exercise and you are required to apply your knowledge on the selected industry. You are required to suggest ways in which intangible service like banks could be tangibilised e.g. décor or customer relationship techniques could be one effective way in which the ambiguity produced by characteristic of intangibility can be minimized. The question requires you to be original and creative so do not copy from any internet source otherwise you will be straightaway marked as Zero. Any data, text or material copied from students’ blogs will not be entertained.

 

Learning Outcomes:

  • To acquaint students with a problem confronted to marketing manager regarding the obscure nature of services represented by the Characteristic of intangibility.
  • To encourage students to devise a solution to the problem by concentrating on SERVQUAL dimensions.

+ How to Follow the New Added Discussions at Your Mail Address?

+ How to Join Subject Study Groups & Get Helping Material?

+ How to become Top Reputation, Angels, Intellectual, Featured Members & Moderators?

+ VU Students Reserves The Right to Delete Your Profile, If?


See Your Saved Posts Timeline

Views: 217

.

+ http://bit.ly/vucodes (Link for Assignments, GDBs & Online Quizzes Solution)

+ http://bit.ly/papersvu (Link for Past Papers, Solved MCQs, Short Notes & More)

+ Click Here to Search (Looking For something at vustudents.ning.com?)

+ Click Here To Join (Our facebook study Group)

Replies to This Discussion

Please Discuss here about this GDB.Thanks

Our main purpose here discussion not just Solution

All students must share points and also your problems.... so it can discussed and solution can prepare.

Don’t wait for solutions just participate in Discussions because after discussions a correct solution will prepare...

Three-Dimensional Scale of Intangibility

As new information technologies are being developed, so have new generations of information products. Because these new products appear highly intangible, this renews the debate about intangibility as defined in the marketing literature, which has traditionally considered it as a uni dimensional or two-dimensional construct and has associated it almost exclusively with services. The objective of this study is to show that intangibility is a three-dimensional construct. A survey was conducted, and structural equation modeling analyses were used to test the proposed scale. Results showed that intangibility is indeed composed of three dimensions: mental intangibility, physical intangibility, and generality. The scale was then applied to some goods and services, and it was found that some goods appear to be less tangible than many services. These results suggest the need for some changes in how service marketing research is carried out and how managers deal with the “intangibility” of their services.

 

it is not the answer

TANGIBILIZING THE INTANGIBLE

 

TANGIBILIZATION AND EVIDENCECHECKLIST
Place
People
Equipment
Communication material
Symbol
Price
 
TANGIBILIZING THE INTANGIBLE
 Visualization
 Association
Physical Representation
Documentation
People Involvement
Promotion
Branding
 
PROBLEMS OF INTANGIBILITY
 Abstractness-E.g.- abstract concepts such as financial security,expert advice or safe transportation.
Generality-E.g.- airline seats, flight attendants, cabinservice.
Nonsearchability-E.g.- physical attributes, such as the appearanceof a health club and equipment installed, can bechecked in advance but the not the experience of  working with a trainer

 

ye kia answer hy 

question main us ny pocha hy k as a bank manger bank service main jo ambiguity create hoti hy intengible dimention ki waja sy us ko kam krny k 5 methods btany hain 

ap is solution ko thora eloborate krain

RSS

Today Top Members 

© 2020   Created by + M.Tariq Malik.   Powered by

Promote Us  |  Report an Issue  |  Privacy Policy  |  Terms of Service

.