Author:
Evaluation:
Published: 18.02.2005.
Language: English
Level: College/University
Literature: n/a
References: Not used
  • Presentations 'Service Marketing', 1.
  • Presentations 'Service Marketing', 2.
  • Presentations 'Service Marketing', 3.
  • Presentations 'Service Marketing', 4.
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Extract

Relationship with Customer Satisfaction
Integrated Marketing Communication
5 P’s – flow chart
Product (service), price, place, promotion, people
Promotion – Advertising, Public Relations, Sales Promotion, Professional Selling
Concept – change one attribute…need to change them all

Service Attributes
Understanding how SERVICE QUALITY = CUSTOMER SATISFACTION
Customer choose among products and services
Customer value – benefit that the customer gains from using a product/service compared to the cost
Customer Satisfaction – perceived performance in delivering value in relation to the buyer’s expectations…

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