Unit 3 - 7Ps - Physical, People, Process Flashcards
1
Q
Physical Environment
A
Refers to the physical environment experienced by the customers
E.g. design, layout of the shop
2
Q
People
A
The people who make contact with customers when delivering the product.
- In production
- In marketing
- In distribution
- In delivery
- In customer service
3
Q
Process
A
The steps a customer goes through to actually complete a transaction.
4
Q
Types of Process
A
- Electronic
- Technological
- Direct
- Indirect
5
Q
Electronic Process
A
Use of barcodes, receipts and other forms of graphics or logos and the information about the product that comes with them.
6
Q
Technological Process
A
The process of manufacturing the good.
- Used in the manufacturing
7
Q
Direct Activities
A
Reactions of the client as they try to get your product
8
Q
Indirect Activities
A
The support that happens before during and after the product is given.
-
