Classification of services. Classification based on the nature of service act. Tangible actions towards customers Passenger transportation Health care Beauty saloon Restaurants Tangible actions towards customers’ possessions Freight transportation Industrial equipment repairs
To provide a unifying and recognizable theme linking all the firm’s operations
The strategies involved in making the services available and accessible to the customer, will focus on two major factors:
“Enabling the Promise”
“Setting the promise”
“Delivering the promise”
Responsiveness shows willingness to meet customer needs and empathy indicates willingness to go beyond customer needs.
Loyal and Profitable Customers
Least Profitable Customers
Service firms may adopt different versions of the above retention programmes or move on to higher levels of customer intimacy.
Tourism is a fragile industry susceptible to external forces which are beyond the control of its suppliers
Ritz Carlton’s motto, “ we are ladies and gentlemen serving ladies and gentlemen.”
Commercially available insurance