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10 cards from this deck
7 Ps: product, price, place, promotion, people, processes, evidence
Intangible, inseparable, variable, perishable
Quality of interaction between customers and employees
54% greater than worst-performing companies
202% greater than worst-performing companies
Flow of activities when delivering a service
Everything customers see when interacting with a business
Services can't be sampled; customers judge quality by what they see
Zomato, Gourmet Traveller, TripAdvisor
Retail service centres, telephone call centre, online booking
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