Professional Documents
Culture Documents
Services Marketing
Services Marketing
? e service sector
? e services sector as been growing at a
rate of 8% per annum in recent years
More t an alf of our GDP is accounted for
from t e services sector
? is sector dominates wit t e best jobs,
best talent and best incomes
? ere are no suc t ing as
service industries.? ere are only
industries w ose service
components are greater or less
t an t ose of ot er industries.
Everybody is in service.´
-? eodore Levitt-
at is services?
tangible intangible
omogeneous eterogeneous
PERF OR MANCE
Service quality is directly
proportional to employee
satisfaction
en customers visit a service
establis ment
? eir satisfaction will be influenced by
Encounters wit service personnel
Appearance and features of service
facilities ± exterior and interior
Interactions wit self service equipment
C aracteristics and be aviour of ot er
customers
Customer Service Expectations
Desired Service ± t e µwis ed for¶ service
Adequate Service ± t e service t at would
be acceptable
Vone of ?olerance