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Service Development

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In-house Trainer Service Management Mind Map on Service Development, created by Anthony Chan on 14/09/2021.
Anthony Chan
Mind Map by Anthony Chan, updated more than 1 year ago
Anthony Chan
Created by Anthony Chan over 4 years ago
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Resource summary

Service Development
  1. Service Mix Decision
      1. New Service Development Process
        1. Business Strategy Alignment
          1. New Service Strategy
            1. Generating Ideas
              1. Service Concept Development and Evaluation
                1. Business Analysis
                  1. Prototype Development and Testing
                    1. Pilot Test
                      1. Service Launch
                        1. Continuous Evaluation
                        2. Service Development of Airline Industry
                          1. Passenger Market
                            1. Segmentation Factors
                              1. Length of Journey
                                1. Journey Purpose: Business Traverlers (Corporate vs Independent) Leisure travelers (taking holidays vs visiting friends & relatives)
                                  1. Culture/ Country of Origin
                              2. Service Qualities
                                1. Frequency and Timing
                                  1. Punctuality
                                    1. Seat Accessibility
                                      1. Ticket Flexibility
                                        1. Frequent Flyer Benefits
                                          1. Airport Service
                                            1. In-flight Service
                                              1. Non-stop flights vs connecting flight
                              3. Freight Market
                                1. Segmentation Factors
                                  1. Emergent Segment: emergent traffic, marketing emergency
                                    1. Perishable Segment: physical perishability, economic perishability
                                      1. Routine and Non-perishable
                                  2. Service Qualities
                                    1. Rate
                                      1. Network
                                        1. Frequency
                                          1. Capacity
                                            1. Connectivity
                                              1. Multimodal Service

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