The Marketing Strategy - Service Marketing

Question 1

Explain what is meant by service marketing?

Answer 1

marketing of a service (intangible). How the business meets the wants and needs of an activity that the business does for the consumer

Question 2

What are the 3Ps of service marketing?

Answer 2

• people
• process
• physical evidence

Question 3

what does people mean?

Answer 3

• people who make contact with customers in delivering the product e.g. advice, customer services, after sales service

Question 4

what does process mean?

Answer 4

systems and processes that deliver the service e.g. transactions, quality assurance

Question 5

what is physical evidence?

Answer 5

• elements of the physical environment the customer experiences e.g. packaging, paperwork, internet, space

evidence that proves marketing is successful and working

Question 6

What are the advantages of 3Ps?

Answer 6

• improved customer service
• improved customer satisfaction
• better reputation
• good sales support

Question 7

What are the disadvantages of the 3Ps?

Answer 7

• training costs
• after sales service could means refunds
• some customers may just want lower prices, not better customer service