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Lecture 3 - Service Attributes Spring 2025

The lecture by Dr.-Ing. Syed Mushahid Hussain Hashmi focuses on service attributes in product design and development, highlighting key characteristics such as intangibility, heterogeneity, inseparability, and perishability. It also discusses the 3S framework in the automotive service industry, which integrates sales, service, and spare parts. Additionally, the lecture covers service marketing strategies and the Context Through Narratives (CTN) method.

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16 views12 pages

Lecture 3 - Service Attributes Spring 2025

The lecture by Dr.-Ing. Syed Mushahid Hussain Hashmi focuses on service attributes in product design and development, highlighting key characteristics such as intangibility, heterogeneity, inseparability, and perishability. It also discusses the 3S framework in the automotive service industry, which integrates sales, service, and spare parts. Additionally, the lecture covers service marketing strategies and the Context Through Narratives (CTN) method.

Uploaded by

syed najam
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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AU-451 “Product Design and Development”

Lecture-3 Service Attributes


By
Dr.-Ing. Syed Mushahid Hussain Hashmi

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 1
Lecture content

 Mind map of Service

 Service Attributes

 Service Industries

 Product and Service System

 3S in Automotive Service Industry

 Context Through Narratives (CTN) Method

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 2
Service- Mind Map ?

What comes to the head?

from

Service

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 3
Service- Mind Map

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 4
Service Attributes-[I H I P]

Intangibility: You cannot easily touch a service.


Heterogeneity: The service is not exactly the same each time.
Inseparability: Services are produced when they are consumed.
Perishability: You cannot store a service.

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 5
List down Service Industries

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 6
Product Service System

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 7
Service as support to Product

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 8
Analogy Between Theatrical Production and Service Design

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 9
Service Marketing
Internal marketing: Orienting and motivating customer contact employees
and supporting service employees to work as a team to provide customer
satisfaction.
Interactive marketing: Training service employees in the fine art of
interacting with customers to satisfy their needs.

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 10
3S Automotive Service Dealership

The 3S represents a framework for automotive dealerships, integrating three


key services under one roof:

1. Sales: Selling new and pre-owned vehicles, Offering financing and


insurance solutions. Providing personalized customer consultations.
2. Service: Regular maintenance and repair of vehicles, Equipped
workshops with trained technicians and advanced tools, Quick
turnaround times and quality assurance.
3. Spare Parts: Availability of genuine and manufacturer-approved spare
parts, Ensuring compatibility, reliability, and safety of vehicle’s parts,
Sales of accessories for customization.

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 11
Context Through Narratives (CTN) Method

AU-451 Product Design and Development by Dr.-Ing. S. Mushahid H Hashmi (Lec 3- Service Attributes) 12

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