Service Organizations
An organization providing intangible services rather than tangible goods is termed as Service organization. In the standard industrial classification, service organizations include hotels, restaurants...
View ArticleService Quality
Definition of Service Quality There are a number of different “definitions” as to what is meant by services quality. In its simplest form service quality is a product of the effort that every member of...
View ArticleConsumer Decision Process In Services Marketing
Knowledge of the Buyer In buying decisions many times other people also influence the decision. In services these roles are played by many persons. In purchase of any service six distinct roles are...
View ArticleService Encounters
From the customer’s point of view, the most vivid impression of service occurs in the service encounters or “Moment Of Truth,” when the customer interacts with the service firm. This is the foundation...
View ArticleService Failure and Recovery
Service Failures Even with the best service organizations, failures can just happen – they may be due to the service not available when promised, it may be delivered late or too slowly (some times too...
View ArticleDealing With Customer Complaints
The Customer is always right! There are occasions when the customer is right, however there are also times when the customer is not entirely right or when their behavior in making a complaint is such...
View ArticleService Organizations
An organization providing intangible services rather than tangible goods is termed as Service organization. In the standard industrial classification, service organizations include hotels, restaurants...
View ArticleService Quality
Definition of Service Quality There are a number of different “definitions” as to what is meant by services quality. In its simplest form service quality is a product of the effort that every member of...
View ArticleConsumer Decision Process In Services Marketing
Knowledge of the Buyer In buying decisions many times other people also influence the decision. In services these roles are played by many persons. In purchase of any service six distinct roles are...
View ArticleService Encounters
From the customer’s point of view, the most vivid impression of service occurs in the service encounters or “Moment Of Truth,” when the customer interacts with the service firm. This is the foundation...
View ArticleService Failure and Recovery
Service Failures Even with the best service organizations, failures can just happen – they may be due to the service not available when promised, it may be delivered late or too slowly (some times too...
View ArticleDealing With Customer Complaints
The Customer is always right! There are occasions when the customer is right, however there are also times when the customer is not entirely right or when their behavior in making a complaint is such...
View ArticleServices Marketing Mix – The 7 P’s of Services Marketing
Marketing mix is the key concept in the marketing task. It is the strategy used to perform marketing functions. Marketing mix is the planned package of elements which will support the organization in...
View ArticleServices Marketing Triangle
A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a...
View ArticleService Organizations
An organization providing intangible services rather than tangible goods is termed as Service organization. In the standard industrial classification, service organizations include hotels, restaurants...
View ArticleService Quality
Definition of Service Quality There are a number of different “definitions” as to what is meant by services quality. In its simplest form service quality is a product of the effort that every member of...
View ArticleConsumer Decision Process In Services Marketing
Knowledge of the Buyer In buying decisions many times other people also influence the decision. In services these roles are played by many persons. In purchase of any service six distinct roles are...
View ArticleService Encounters
From the customer’s point of view, the most vivid impression of service occurs in the service encounters or “Moment Of Truth,” when the customer interacts with the service firm. This is the foundation...
View ArticleService Failure and Recovery
Service Failures Even with the best service organizations, failures can just happen – they may be due to the service not available when promised, it may be delivered late or too slowly (some times too...
View ArticleDealing With Customer Complaints
The Customer is always right! There are occasions when the customer is right, however there are also times when the customer is not entirely right or when their behavior in making a complaint is such...
View Article
