Sistem jasa-Muz
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SISTEM PENYAMPAIAN JASA
OLEHMUZAKIR TOMBOLOTUTU, SE.MSi
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SERVICE BLUEPRINT
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SEGITIGA PEMASARAN JASA(THE SERVICE MARK. TRIANGLE)
t1
ServiceMarketing
MANAGEMENT
EMPLOYEEEKSTERNALCUSTOMER
INTE
RNAL M
ARKET
ING
EKSTERNAL MARKETING
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KESEIMBANGAN KEPUASAN
MANAGEMENT
EMPLOYEE EKSTERNALCUSTOMER
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SERVICE BUSINESS SYSTEM
SYSTEM PENYAMPAIAN JASAOTHE R CONTACT
SYSTEM OPERASI JASA PROMOSI
System organisasiInternal
Dukungan Fisik
Kontak EDM SISTEM DAN PRESEDURTdk Peduli
PelangganPeduli Bagi Pelangan
JASA A
JASA B JASA B
JASA A
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SERVICE PROFIT CHAINSTRATEGI OPERASI DAN
PENYAMPAIAN JASASERVICE
MARKETING CONSEPT
SERVICETARGETING
COMPONYEXPECTION
REVENUEGROTH
PROFITABILITY
PEKERJA SEBAGAI CENTRAL
LoyalitasPekerja
ProduktivitasPekerja
kualitasPekerja
KepuasanPekerja Kemampuan
Pekerja
ServiceM. Mix
S. BenefitCustomer
cost
SERVICEVALUE
KomitmenSkill
CustomerSatisfaction
Customer Loyalty
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Core Service Delivery
• Kontak Pelanggan• Bauran Jasa• Lokasi Konsumsi Jasa• Desain Fasilitas dan Aksesori Jasa• Tehnologi• Karyawan• Struktur Organisasi• Informasi• Presedur (SoP)• Pengendalian