People, Processes, and Physical Evidence (HSC SSCE Business Studies): Flashcards
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Extended marketing mix components
Extended marketing mix components
7 Ps: product, price, place, promotion, people, processes, evidence
Four characteristics distinguishing services from goods
Four characteristics distinguishing services from goods
Intangible, inseparable, variable, perishable
People (marketing mix definition)
People (marketing mix definition)
Quality of interaction between customers and employees
Revenue growth from best customer service
Revenue growth from best customer service
54% greater than worst-performing companies
Profitability from best customer service
Profitability from best customer service
202% greater than worst-performing companies
Processes (marketing mix definition)
Processes (marketing mix definition)
Flow of activities when delivering a service
Physical evidence (marketing mix definition)
Physical evidence (marketing mix definition)
Everything customers see when interacting with a business
Why physical evidence matters for services
Why physical evidence matters for services
Services can't be sampled; customers judge quality by what they see
Review websites for hospitality/tourism physical evidence
Review websites for hospitality/tourism physical evidence
Zomato, Gourmet Traveller, TripAdvisor
PACK & SEND's three customer engagement channels
PACK & SEND's three customer engagement channels
Retail service centres, telephone call centre, online booking