Chapter 3: Equipment Policy PHYSICAL FACILITIES Flashcards
1
Q
What is Equipment Policy?
A
Management of physical facilities, tools, infrastructure that support delivery of service
2
Q
What are key elements of equipment policy?
A
Physical environment
Equipment and tools
Ambiance
Functionality
3
Q
Why is it part of the marketing mix?
A
Shapes the customer perception
Creates positive impressions, builds trust, reinforce brand image
4
Q
What are 3 instruments of Equipment Policy?
A
External plant
Internal facility
Other items
5
Q
What to consider in the application of corporate design elements? + examples
A
keep it Consistent to brand identity
Ambience, Layout, Signage, Virtuality
