C 5 Delivering Services through Intermediaries Direct or

C 5 ����������� (Delivering Services through Intermediaries) • ������������� (Direct or Company–Owned Channels) • ������������� (Key Intermediaries For Service Delivery) • ������������� (Strategies For Service Delivery through Intermediaries) Asst. Prof. Dr. Pattana Sirichotpundit, Ph. D. 6/14/2021 1

C 5 ����������� (Delivering Services through Intermediaries) • ������������� (Direct or Company–Owned Channels) • ����� (Strengthen Service Delivery) • ������� (Weakness Service Delivery) • ��������������� (Problems Involving Intermediaries) Asst. Prof. Dr. Pattana Sirichotpundit, Ph. D. 6/14/2021 2

C 5 ����������� (Delivering Services through Intermediaries) • ������������� (Direct or Company–Owned Channels • ��������������� (Problems Involving Intermediaries) • ������������������ (Conflict over Objectives and Performance) • ������������������ (Conflict over Costs and Rewards) • ������������������ (Difficulty Controlling Quality and Consistency across Outlets) • ������������������ (Tension Between Empowerment and Control) • ������������ (Channel Ambiguity) Asst. Prof. Dr. Pattana Sirichotpundit, Ph. D. 6/14/2021 5

C 5 ����������� (Delivering Services through Intermediaries) • ������������� (Key Intermediaries For Service Delivery) · ���������� (Franchising) · �������� (Agents and Brokers) · ����������� (Electronic Channels) Asst. Prof. Dr. Pattana Sirichotpundit, Ph. D. 6/14/2021 6

C 5 ����������� (Delivering Services through Intermediaries) • ������������� (Strategies For Service Delivery through Intermediaries) • �������� (Control Strategies) • ��������������� (Empowerment Strategies) • ����������� (Partnering Strategies) Asst. Prof. Dr. Pattana Sirichotpundit, Ph. D. 6/14/2021 7

C 5 ����������� (Delivering Services through Intermediaries) • ������������� (Strategies For Service Delivery through Intermediaries) • �������� (Control Strategies) • ������ (Measurement) • ���� (Review) Asst. Prof. Dr. Pattana Sirichotpundit, Ph. D. 6/14/2021 8

C 5 ����������� (Delivering Services through Intermediaries) • ������������� (Strategies For Service Delivery through Intermediaries) • ��������������� (Empowerment Strategies) • ��������������� (Help Develop Customer-Oriented Service Processes) • ��������������� (Provide Needed Support Systems) • ��������������� (Develop Intermediary to Deliver Service Quality) • ��������������� (Change to Cooperative Management Structure) Asst. Prof. Dr. Pattana Sirichotpundit, Ph. D. 6/14/2021 9

C 5 ����������� (Delivering Services through Intermediaries) • ������������� (Strategies For Service Delivery through Intermediaries) • ����������� (Partnering Strategies) • ��������� (Alignment of Goals) • �������������� (Consultation and Cooperation) Asst. Prof. Dr. Pattana Sirichotpundit, Ph. D. 6/14/2021 10

����������� (Delivering Services through Intermediaries) Q&A Asst. Prof. Dr. Pattana Sirichotpundit, Ph. D. 6/14/2021 11