Marketing Mix - Addional 3P's

Question 1

What are the additional 3P’s?

Answer 1

Process
People
Physical Evidence

Question 2

What is the definition of Process?

Answer 2

The different processes and systems used to deliver the service being provided

Question 3

Why is processing important?

Answer 3

Customers expect the service they receive to be efficient and reliable. For example, when you place an order at a fast food ‘drive thru’ counter, you expect to receive the order within a very short period of time.

Question 4

What is the definition of People?

Answer 4

Those involved in providing the service to customers, eg staff

Question 5

Why are people important to an organisation?

Answer 5

Customers expect to receive a high quality service. Making sure the correct people are employed and then trained is important in achieving this. Rewarding them and encouraging them to work hard is also important.

Question 6

What is the definition of physical evidence?

Answer 6

The location of where the service is being offered and what it looks like, eg store layout and design

Question 7

Why are physical evidence important to an organisation?

Answer 7

It helps a customer to distinguish one organisation from another. It includes the layout, design and facilities available within a store or where the service is being provided. In a supermarket, the fixtures and fittings within the store will create an impression as well as the signage and facilities available.