Textbook:
Pages : 536;
Paperback;
210 X 275 mm approx.
Workbook:
Pages : 283; Paperback;
210 X 275 mm approx.
Chapter Code : SMC19
Textbook Price: Rs. 900;
Workbook Price: Rs. 700;
Shipping & Handling Charges: Rs. 100 per book;
Books Available only in INDIA
The additional services offered by organizations to augment the core product/service are called supplementary services. The kind of supplementary services offered by organizations differs from one service industry to another. According to Lovelock, different supplementary services can be clustered under eight heads.
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Sometimes, organizations develop the necessary expertise in a particular supplementary service so that they can adapt it to be a core service. They can increase their revenues by rendering this service to other organizations which prefer to outsource it.
Importance of Supplementary Services
Classification of Supplementary Services
Offering Consultation
Hospitality
Safekeeping of Customer Belongings
Providing Information to Customers
Taking Orders from Customers
Payment
Billing
Special Services
Implications of Supplementary Services
Designing Special Packages
Outsourcing Non-core Services
Converting Supplementary Services into Core Services