Distributing Services through physical and electronic channels

Question 1

LO1: list the four questions that form the foundation of any service distribution strategy

Answer 1

What service is being distributed?
How should the service be distributed?
Where should the service be distributed?
When should the service be distributed?

Question 2

LO2: Describe how services can be distributed and their three main modes of distribution

Question 3

LO2: Describe how services can be distributed and their three main modes of distribution

Answer 3

1. customers visit the service e.g. hair salon, fast-food chains
2. service provider visits the customer e.g. house painting, appliances repair
3. the service transaction is conducted remotely e.g. online banking, software IT support

Question 4

LO3: Explain determinants of customers channel preferences

Answer 4

• For complex and high-perceived-risk services, people prefer to rely on more personal channels to feel at ease.
• Shift from bricks and mortar to SST (self-service-technology)