The marketing strategy: service marketing

Question 1

Service marketing

Answer 1

• How it meets the needs in the terms of a service (Marketing of a service).
  You can talk about the 4 p’s + a additional 3 (people, process, physical)

Question 2

People

Answer 2

• people that contact the customers about the product.
• E.g. layout of website, mobile friendly version website, clear complaints / support procedure, transaction process.

Question 3

Process

Answer 3

• systems and to deliver a service to a customer
• e.g. customer service experience, after sales support, booking agent.

Question 4

Physical

Answer 4

• the elements of physical environment the customer experience
• e.g. reception area, cleanliness of rooms, staff uniforms and pillows, duvet and blankets.