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Service

Service Marketing Notes
Contents
What is Service? 3
Characteristics of Service 3
Service Marketing Mix (the additional 3Ps) 3
Gaps Model of Service Quality 4
Service Marketing Triangle 5
Building Customer Relationship 6
How to build customer relationship? 6
Customer Lifetime Value 6
Customer Equity 6
Foundations for Relationship Strategies 6
Service Recovery 8
What is Service Recovery 8
Types of Customer Complaint Actions 8
Types of Complainers 8
Service Recovery Paradox 8
Service Recovery Strategy 8
Principles of Service Recovery 8
Service Guarantee 9
What is Service Guarantee? 9
Designing of Service Guarantees 9
Service Development and Design 10
Why Service Development and Design? 10
New Service Development 10
Types of New Service 10
New Service Development Process 10
Service Blue Print 11
Building a Blueprint: 11
Customer Defined Service Standards 12
Requirements of effective Service Standards? 12
Types of Customer-Defined Standards 12
Select......


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Approximate Word Count: 3574
Approximate Pages: 15 (250 words per double-spaced page)

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