Characteristics of Services The following are the important characteristics of services in business. 1. Intangible nature As mentioned earlier, services are intangible or invisible. One cannot see, feel,
Differences between Goods and Services Important differences between Goods and Services in demand fluctuation, Sale through sample, Measurement of Service Quality and Establishment of Large Market Share are
What is Service Recovery? Service recovery relates to the planned systems and effort that a firm provides to correct a problem following a service failure with the specific
Essentials for successful implementation of service management The successful implementation of service management needs to consider the following vital areas. 1. Leadership and Commitment The senior management should
Benefits of employee empowerment Research has proved that there are several positive benefits in empowering front line employees. David Bowen and Edward Lawler have pointed out the following
Provision of appropriate servicescape is of strategic importance. Services cape performs. a variety of roles which cause a favorable impact on customers. Important Role of the Servicescape The role
Methods of determining the total promotion budget Firms expend considerable amount on promotional activities. Four methods are employed in determining the budget for promotional expenditure. They are detailed
Guidelines for Physical Evidence Strategy in Services Marketing Since services are intangibles, management of physical evidence is highly difficult. The following are some general guidelines for an effective
Factors to be considered in Designing Service Process Designing a service process system involves a careful consideration of factors related to services. Various issues such as location, facility
A blueprint helps understand the totality of a service as a process. It provides a graphical depiction of the services. The service system blueprint simplifies service complexities by