MS - people, processes and physical evidence

Question 1

the three Ps

Answer 1

As the tertiary industry expanded, three more Ps had to be added to the marketing mix to apply especially to intangible services such as tourism, entertainment and hospitality

The 3ps applicable for services: people, processes and physical evidence

Question 2

people

Answer 2

People element refers to the quality of interaction between the customer and those within the business who will deliver the service

As services are performed by people, it is essential that businesses use qualified and trained employees

Customers base their perceptions and make judgements about a business based on how the employees treat them

The interaction can determine the success of any marketing campaign

Question 3

processes

Answer 3

Processes element refers to the flow of activities that a business will follow in a delivery of a service

In the absence of a physical product, the processes must be highly effective to achieve customer satisfaction. Conversely a business with inefficient processes will lose customers and damage its reputation

Question 4

physical evidence

Answer 4

Refers to the environment in which the service will be delivered. It also includes materials needed to carry out the service such a brochures, and business logo

Physical products have the option for sampling or trails before the consumer makes the final purchases. Services rely on previewing the service through their surroundings

A business should provide high-quality physical evidence to create an image of value and excellence