Services

Services ,[object Object],[object Object]

Categories of Service Mix Pure tangible good Goods accompanying services Hybrid Service accompanying goods Pure service

Distinctive Characteristics of Services Intangibility Inseparability Variability Perishability

Physical Evidence and Presentation Place People Equipment Communication material Symbols Price

How to Increase Quality Control Invest in good hiring and training procedures Monitor customer satisfaction Standardize the service-performance process

Matching Demand and Supply ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Marketing for Services ,[object Object],[object Object],[object Object],[object Object]

Holistic Marketing for Services

Managing Differentiation ,[object Object],[object Object],[object Object]

Factors Leading to Customer Switching Behavior ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Gaps that Cause Unsuccessful Service Delivery ,[object Object],[object Object],[object Object],[object Object],[object Object]

Determinants of Service Quality Reliability Responsiveness Assurance Empathy Tangibles

Services

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