1. 14-1  Service Distribution  Direct or Company-Owned Channels  Franchising  Agents and Brokers  Electronic Channels  Common Issues Involving Intermediaries  Strategies for Effective Service Delivery Through Intermediaries Chapter14 Delivering Service Through Intermediaries & Electronic Channels

2. 14-2 Service Provider Participants  service principal (originator)  creates the service concept  (like a manufacturer)  service deliverer (intermediary)  entity that interacts with the customer in the execution of the service  (like a distributor/wholesaler)

3. 14-3 Services Intermediaries  Franchisees  service outlets licensed by a principal to deliver a unique service concept it has created  e.g., Jiffy Lube, Blockbuster, McDonald’s  Agents and Brokers  representatives who distribute and sell the services of one or more service suppliers  e.g., travel agents, independent insurance agents  Electronic Channels  all forms of service provision through electronic means  e.g., ATMs, university video courses, TaxCut software

4. 14-4 Benefits and Challenges for Franchisers of Service

5. 14-5 Benefits and Challenges for Franchisees of Service

6. 14-6 Benefits and Challenges in Distributing Services through Agents and Brokers

7. 14-7 Benefits and Challenges in Electronic Distribution of Services

8. 14-8 Common Issues Involving Intermediaries  conflict over objectives and performance  difficulty controlling quality and consistency across outlets  tension between empowerment and control  channel ambiguity

9. 14-9 Strategies for Effective Service Delivery Through Intermediaries  Control Strategies:  Measurement  Review  Partnering Strategies:  Alignment of goals  Consultation and cooperation  Empowerment Strategies:  Help the intermediary develop customer- oriented service processes  Provide needed support systems  Develop intermediaries to deliver service quality  Change to a cooperative management structure