20
2) Value is what I want in a service. 20
3) Value is the quality I get for that price 20
4) Value is all that I get for all that I give 20
What is Service?
Characteristics of Service
• Intangibility
– Make service tangible
• Simultaneous Production and Consumption
– Provider client interaction
– Empowerment, Managing problem customers
• Variability/Heterogeneity
– Different people @ Different time @ Different customers
– Selection, Training, Awards, Feedback, Research
• Perishability
– Fluctuating demand
– Differential pricing, Reservation system, Part-time employees, Do essential tasks during peak periods
Service Marketing Mix (the additional 3Ps)
Product, Price, Promotion, Place, People, Process, Physical Evidence
1) People - All human actors who play a part in the service delivery – employee, customer, other customer(s)... displayed 300 characters
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20
2) Value is what I want in a service. 20
3) Value is the quality I get for that price 20
4) Value is all that I get for all that I give 20
What is Service?
Characteristics of Service
• Intangibility
– Make service tangible
• Simultaneous Production and Consumption
– Provider client interaction
– Empowerment, Managing problem customers
• Variability/Heterogeneity
– Different people @ Different time @ Different customers
– Selection, Training, Awards, Feedback, Research
• Perishability
– Fluctuating demand
– Differential pricing, Reservation system, Part-time employees, Do essential tasks during peak periods
Service Marketing Mix (the additional 3Ps)
Product, Price, Promotion, Place, People, Process, Physical Evidence
1) People - All human actors who play a part in the service delivery – employee, customer, other customer(s)... displayed 300 characters
