Employees, management, culture, customer service
- People represent the business
- First point of contact is often human
- Do staff represent the desired culture of the business?
1 of 5
Why process is important?
What processes do customers have to go through to acquire the services?
- Reminders, registration, subscription, degree of technology
2 of 5
Why physical environment is important?
The ambience, mood of physical presentation of the environment.
Is it smart, run down, comfortable, modern, clean, music, smell?
3 of 5
What is a service and examples?
An intangible product involving a deed, a performance or an effort that cannot be physically possessed.
Education, healthcare, catering, leisure, financial, home maintenance
4 of 5
Name 4 characteristics of a service
1) Intangibility
2) Inseparability - simultaneous production and consumption
3) Heterogeneity variability - each serving offering is unique and cannot be repeated
4) Perishability - consumption cannot be stored, part time staff only needed for events (ma
5 of 5
Other cards in this set
Card 2
Front
Why process is important?
Back
What processes do customers have to go through to acquire the services?
- Reminders, registration, subscription, degree of technology
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