W1- Introduction to Services Marketing Flashcards
Who came up with the 4P’s?
McCarthy (1960)
Who came up with the 7P’s?
Booms and Bitner (1982)
Who came up with the 4C’s?
Lauterborn (1990)
What are the 4P’s?
Price, Promotion, Place, Product
What are the 7P’s
Price, Promotion, Place, Product, People, Physical Environment, Process
What are the 4C’s?
Cost, Consumer, Communication, Convenience
What are the 4E’s
Evangelism, Experience, Every Place, Exchange
What is CRM
Customer Relationship Management
What’s a service?
A performative paradigm that facilitates the relationship with our customer
Is a service tangible or intangible?
Intangible
What’s the difference between a product and service?
A product is what you consume, a service is what you experience.
What did Berry (1980, p. 24) define a service as?
“A deed, performance, an effort”
How did Gummesson (1987, p. 22) define a service?
Something that can be bought and sold, but which cannot not drop on your foot.
Who said CRM is the key to the service paradigm?
Gummensson (1987)
What is aesthetic labour?
Most services want you to look/act a certain way.
