11 Services Flashcards

1
Q

What is the extended services marketing mix?

A

Product
Price
Place
Promotion
People
Process
Physical evidence

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2
Q

What are key characteristics of Services?

A

Intangibility

Inseperability

Variability

Perishability

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3
Q

Which 4 things need to be managed in service?

A

Customer relationships

Service Quality

Service productivity

Service staff

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4
Q

What are the barriers between expected and perceived service levels?

A

Misconceptions
Unavailable resources
Unavailable Delivery
Excessive promises

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5
Q

What 3 steps need to be done to manage service productivity?

A

Technology

Customer involvement in production

Balancing supply and demand

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6
Q

Which 5 things are required for a high levek of customer service?

A

Selection of suitable staff

Empowerment

Training

Motivation

Evaluation

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7
Q

How can the level of service be calculated?

A

Service failure + Supply of service recovery = Level of satisfaction

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