Question

Part A: Locate each of the following services on the service delivery system matrix:

• vending machine business
• housecleaning service
• appliance repair

Part B: Describe the service-product bundle for each of the following services:

• hospital
• lawyer
• trucking firm

Answer 1

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Part A: Locate each of the following services on the service delivery system matrix:

Vending machine business:- This will be at the standardized with highly repeatable process and little customer decision making horizontally. Vertically limited number of pathways, low work complexity. A provider-routed service.

Housecleaning service:- Horizontally Stand with options using moderately repeatable sequence, customer has some decision-making power. Vertically, Moderate number of process pathways, flexible flows with some dominant paths, moderate work complexity. A co-routed service.

Appliance Repair:- Horizontally highly customized with unique process sequence, customer has great decision-making power. Vertically, many process pathways, jumbled flows, complex work with many exceptions. A customer-routed service.

Part B: Describe the service-product bundle for each of the following services:

Hospital:- Medical equipment, materials, houses, medicines and beds are included in the facilitating products (physical items). The tangible resources are medical care (physical therapy, surgery, diagnosis and testing, and advanced vehicles. The psychological advantage is that the diagnosis and treatment of the medical condition can take place with the hope of future well being.

Lawyer:- The facilitating products (physical items) include desks, machines for copying, books of law, machinery, paper and offices. The measurable resources are writing legal papers, giving legal advice, negotiating with clients, filing litigation and defending in courts. One psychological advantage is realizing that you have a law expert to help you.

Trucking firm:- The products that promote (physical items) include trucks, trailers, garages and office buildings. The tangible benefits are the transportation of goods from one location to another location. The psychological advantage is the pleasure of having the things moved from one location to another.