08.8 people, process and physical evidence

Question 1

People

Answer 1

• Having the right staff
• Having well trained staff
• E.G. Customer service, Product knowledge

Question 2

Process

Answer 2

• Consumer’s total experience of buying the product from research to experiencing the benefits of product

Question 3

Physical Evidence

Answer 3

• The environment in which the service is delivered
• E.G. Brochures, shop layout