Marketing of Services . Nov 27 th , 2009. This section covers:. Services Marketing. Specific characteristics of Services The Five Gap Model of Service Quality The Servuction System Model Defection Management and Customer Retention Management. What is a Service vs Product?.
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Nov 27th, 2009
Soft Drinks Consulting
Cosmetics Advertising Fast food
Theatre, Beauty , hotel etc
Car Servicing – Did you get rippedoff?
You can’t separate the service from the provider. You’re stuck with the waiter and other staff at the restaurant.
Example: Going on a cruise, the customer is exposed to many
of the company’s processes.
Service firms that are able to effectively mould the customer’s experience via the effective management of servicescape, service providers, organizations & systems have the means to develop compelling experiences which are the latest competitive weapon in the war against service commodification.