11 Services Flashcards
What is the extended services marketing mix?
Product
Price
Place
Promotion
People
Process
Physical evidence
What are key characteristics of Services?
Intangibility
Inseperability
Variability
Perishability
Which 4 things need to be managed in service?
Customer relationships
Service Quality
Service productivity
Service staff
What are the barriers between expected and perceived service levels?
Misconceptions
Unavailable resources
Unavailable Delivery
Excessive promises
What 3 steps need to be done to manage service productivity?
Technology
Customer involvement in production
Balancing supply and demand
Which 5 things are required for a high levek of customer service?
Selection of suitable staff
Empowerment
Training
Motivation
Evaluation
How can the level of service be calculated?
Service failure + Supply of service recovery = Level of satisfaction