session 19 & 20 presentation 1

8/9/2019 Session 19 & 20 Presentation 1

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Session 19 & 20

Sem. III (Service Marketing)

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y Supplementary Servicesy Introduction

y Service description method

y

The flower of servicesy Classification of supplementary service

y Disadvantages of the flower of service

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The core service is surrounded by a circle containing aseries of services that are specific to that particular

product are called supplementary services.

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y The extent and level of supplementary services : ----y play a role in differentiating and positioning the core

product

y

increase the level of performancey add value to the core product

y enable the service provider to charge a higher price andearn higher profits

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y Service description method:i. The services are described from the users perspective

ii. It is independent of the amount of functionality

iii. Design of the service provided by the supplementaryservice provider

iv. Designing who will provide this service, a human or amachine or a process

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y Number Identification

y Direct-Dialling-In (DDI)

y Multiple SubscriberNumber(MSN)

y

Calling Line IdentificationPresentation (CLIP)

y Calling Line IdentificationRestriction (CLIR)

y Connected Line IdentificationPresentation (COLP)

y Connected Line IdentificationRestriction (COLR)

y Malicious Call Identification(MCI)

y Sub-addressing (SUB)

y Call Offering supplementaryservices

y Call Transfer (CT)

y Call Forwarding Busy (CFB)

y Call ForwardingNo Reply(CFNR)

y Call Forwarding Unconditional(CFU)

y Call Deflection (CD)

y Line Hunting (LH)

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y Call Completion supplementaryservices

y Call Waiting (CW)

y Call Hold (HOLD)

y

Completion of Calls to BusySubscribers (CCBS)

y Multiparty supplementaryservices

y Conference Calling (CONF)

y Three Party Service (3PTY)

y Community of Interestsupplementary services

y Closed User Group (CUG)

y PrivateNumbering Plan (PNP)

y

Charging supplementaryservices

y Credit Card Calling (CRED)(Note)

y Advice of Charge (AOC)

y Reverse Charging (REV)

y Additional Information Transfersupplementary service

y User-to-User Signalling (UUS)

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y Facilitating supplementary services

y Enhancing supplementary services

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y Different types of core products often share similarsupplementary service elements

y Customers usually make comparisons across unrelated

industries because of similar supplementary serviceelements

y Not every core product can be surrounded by a largenumber of supplementary services from all eight

petals

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12Harsh Arora

session 19 & 20 presentation 1

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