{"id":35913,"date":"2023-12-08T11:30:10","date_gmt":"2023-12-08T11:30:10","guid":{"rendered":"https:\/\/masterskills.org\/blog\/he-thong-marketing-dich-vu-service-marketing-system-la-gi-muc-do-tiep-xuc-cua-khach-hang.html"},"modified":"2023-12-23T21:01:25","modified_gmt":"2023-12-23T14:01:25","slug":"he-thong-marketing-dich-vu-service-marketing-system-la-gi-muc-do-tiep-xuc-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/he-thong-marketing-dich-vu-service-marketing-system-la-gi-muc-do-tiep-xuc-cua-khach-hang.html","title":{"rendered":"H\u1ec7 th\u1ed1ng marketing d\u1ecbch v\u1ee5 (Service Marketing System) l\u00e0 g\u00ec? M\u1ee9c \u0111\u1ed9 ti\u1ebfp x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda (Ngu\u1ed3n: unplash.com)<\/p>\n<\/div>\n<\/div>\n

H\u1ec7 th\u1ed1ng marketing d\u1ecbch v\u1ee5<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

H\u1ec7 th\u1ed1ng marketing d\u1ecbch v\u1ee5 <\/b>trong ti\u1ebfng Anh l\u00e0 The Service Marketing System<\/b>.<\/p>\n

C\u00f3 nh\u1eefng y\u1ebfu t\u1ed1 kh\u00e1c kh\u00f4ng thu\u1ed9c h\u1ec7 th\u1ed1ng cung \u1ee9ng d\u1ecbch v\u1ee5 nh\u01b0ng \u0111\u00f4i khi l\u1ea1i \u1ea3nh h\u01b0\u1edfng m\u1ea1nh m\u1ebd t\u1edbi \u0111\u00e1nh gi\u00e1, c\u1ea3m nh\u1eadn v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p cung \u1ee9ng nh\u01b0 c\u00e1c n\u1ed7 l\u1ef1c truy\u1ec1n th\u00f4ng t\u1eeb ph\u00eda doanh nghi\u1ec7p cung \u1ee9ng d\u1ecbch v\u1ee5 qu\u1ea3ng c\u00e1o, \u0111i\u1ec7n tho\u1ea1i ch\u0103m s\u00f3c c\u1ee7a nh\u00e2n vi\u00ean tr\u1ef1c ti\u1ebfp cung \u1ee9ng d\u1ecbch v\u1ee5\u2026), l\u1eddi truy\u1ec1n mi\u1ec7ng t\u1eeb nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 t\u1eebng l\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t v\u1edbi d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, d\u01b0 lu\u1eadn l\u1eddi \u0111\u1ed3n tr\u00ean c\u00e1c di\u1ec5n \u0111\u00e0n.<\/p>\n

H\u1ec7 th\u1ed1ng marketing d\u1ecbch v\u1ee5<\/b> \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 bao g\u1ed3m nh\u1eefng y\u1ebfu t\u1ed1 v\u00e0 c\u00e1ch th\u1ee9c theo \u0111\u00f3 ng\u01b0\u1eddi ti\u00eau d\u00f9ng ti\u1ebfp x\u00fac v\u1edbi doanh nghi\u1ec7p d\u1ecbch v\u1ee5 v\u00e0 nh\u1eadn th\u1ee9c v\u1ec1 d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung \u1ee9ng. Nh\u01b0 v\u1eady, h\u1ec7 th\u1ed1ng marketing d\u1ecbch v\u1ee5 bao g\u1ed3m c\u1ea3 nh\u1eefng “\u0111i\u1ec3m giao ti\u1ebfp” gi\u1eefa kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c y\u1ebfu t\u1ed1 t\u1ed1 ngo\u00e0i h\u1ec7 th\u1ed1ng cung \u1ee9ng d\u1ecbch v\u1ee5.<\/p>\n

M\u1ee9c \u0111\u1ed9 ti\u1ebfp x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi h\u1ec7 th\u1ed1ng marketing d\u1ecbch v\u1ee5<\/font><\/h3>\n

Trong qu\u00e1 tr\u00ecnh ti\u1ebfp x\u00fac d\u1ecbch v\u1ee5, t\u00f9y v\u00e0o \u0111\u1eb7c \u0111i\u1ec3m kh\u00e1ch h\u00e0ng, \u0111\u1eb7c \u0111i\u1ec3m d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung \u1ee9ng v\u00e0 \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a doanh nghi\u1ec7p cung \u1ee9ng d\u1ecbch v\u1ee5 m\u00e0 m\u1ee9c \u0111\u1ed9 ti\u1ebfp x\u00fac gi\u1eefa kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p cung \u1ee9ng d\u1ecbch v\u1ee5 \u1edf m\u1ee9c \u0111\u1ed9 cao, th\u1ea5p ho\u1eb7c trung b\u00ecnh, theo \u0111\u00f3 h\u00ecnh th\u00e0nh c\u00e1c d\u1ecbch v\u1ee5 c\u00f3 m\u1ee9c \u0111\u1ed9 ti\u1ebfp x\u00fac cao, d\u1ecbch v\u1ee5 c\u00f3 m\u1ee9c \u0111\u1ed9 ti\u1ebfp x\u00fac trung b\u00ecnh v\u00e0 d\u1ecbch v\u1ee5 c\u00f3 m\u1ee9c \u0111\u1ed9 ti\u1ebfp x\u00fac th\u1ea5p.<\/p>\n

– D\u1ecbch v\u1ee5 c\u00f3 m\u1ee9c \u0111\u1ed9 ti\u1ebfp x\u00fac cao (High-contact service) l\u00e0 nh\u1eefng d\u1ecbch v\u1ee5 trong \u0111\u00f3 kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111\u1ebfn c\u01a1 s\u1edf cung \u1ee9ng d\u1ecbch v\u1ee5, ti\u1ebfp x\u00fac mang t\u00ednh ch\u1ea5t h\u1eefu h\u00ecnh v\u1edbi m\u00f4i tr\u01b0\u1eddng v\u1eadt ch\u1ea5t c\u1ee7a doanh nghi\u1ec7p cung \u1ee9ng d\u1ecbch v\u1ee5 v\u00e0 ch\u1ee7 \u0111\u1ed9ng c\u00f9ng tham gia v\u1edbi nh\u00e0 cung \u1ee9ng d\u1ecbch v\u1ee5 v\u00e0 c\u00e1c nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 trong su\u1ed1t qu\u00e1 tr\u00ecnh ph\u00e2n ph\u1ed1i d\u1ecbch v\u1ee5.<\/p>\n

– D\u1ecbch v\u1ee5 c\u00f3 m\u1ee9c \u0111\u1ed9 ti\u1ebfp x\u00fac trung b\u00ecnh (Medium-contact service) l\u00e0 nh\u1eefng d\u1ecbch v\u1ee5 trong \u0111\u00f3 kh\u00e1ch h\u00e0ng \u00edt ph\u1ea3i tham gia v\u1edbi nh\u00e0 cung \u1ee9ng d\u1ecbch v\u1ee5, kh\u00e1ch h\u00e0ng ti\u1ebfp x\u00fac v\u1edbi c\u01a1 s\u1edf v\u1eadt ch\u1ea5t c\u00f3 th\u1ec3 cung \u1ee9ng nh\u01b0ng kh\u00f4ng nh\u1ea5t thi\u1ebft t\u1ea1i \u0111\u1ecba \u0111i\u1ec3m cung \u1ee9ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p m\u00e0 c\u00f3 th\u1ec3 t\u1ea1i nh\u00e0 kh\u00e1ch h\u00e0ng ho\u1eb7c t\u1ea1i m\u1ed9t \u0111\u1ecba \u0111i\u1ec3m c\u1ee7a b\u00ean th\u1ee9 ba.<\/p>\n

– D\u1ecbch v\u1ee5 c\u00f3 m\u1ee9c \u0111\u1ed9 ti\u1ebfp x\u00fac th\u1ea5p (Low – contact service) l\u00e0 nh\u1eefng d\u1ecbch v\u1ee5 trong \u0111\u00f3 \u0111\u00f2i h\u1ecfi r\u1ea5t \u00edt s\u1ef1 ti\u1ebfp x\u00fac mang t\u00ednh ch\u1ea5t h\u1eefu h\u00ecnh gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung \u1ee9ng d\u1ecbch v\u1ee5, nh\u1eefng s\u1ef1 ti\u1ebfp x\u00fac n\u00e0y c\u00f3 th\u1ec3 di\u1ec5n t\u1eeb xa, t\u1ef1 \u0111i\u1ec1u khi\u1ec3n th\u00f4ng qua c\u00e1c k\u00eanh ph\u00e2n ph\u1ed1i \u0111i\u1ec7n t\u1eed ho\u1eb7c k\u00eanh ph\u00e2n ph\u1ed1i v\u1eadt ch\u1ea5t (physical channel)<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o:\u00a0Gi\u00e1o tr\u00ecnh Marketing d\u1ecbch v\u1ee5 \u2013 NXB \u0110\u1ea1i h\u1ecdc Kinh t\u1ebf Qu\u1ed1c d\u00e2n)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n H\u1ec7 th\u1ed1ng marketing d\u1ecbch v\u1ee5 (The Service Marketing System) bao g\u1ed3m nh\u1eefng y\u1ebfu t\u1ed1 v\u00e0 c\u00e1ch th\u1ee9c theo \u0111\u00f3 ng\u01b0\u1eddi ti\u00eau d\u00f9ng ti\u1ebfp x\u00fac v\u1edbi doanh nghi\u1ec7p d\u1ecbch v\u1ee5 v\u00e0 nh\u1eadn th\u1ee9c v\u1ec1 d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung \u1ee9ng.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[422],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35913"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=35913"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35913\/revisions"}],"predecessor-version":[{"id":68607,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/35913\/revisions\/68607"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=35913"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=35913"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=35913"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}