24, 2010 Service Encounter themes with San Flora Express Recovery Satisfactory I ordered a bouquet from San Flora Express and paid for same day service but the wrong bouquet was delivered a day later. The customer service manager called back to apologize and advise me about the delay and sent a gift basket on the delivery day, sent an upgrade to the floral arrangement the following day and this was done without any additional charges. Dissatisfactory The customer service representative
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ANS 1 (E) Dimensions of services quality 1. Tangibles: The physical appearance of the facilities, staff, buildings, etc., e.g. Does the equipment appear modern? How clean is the waitress’s apron? 2. Reliability: The ability to reproduce the same level of service again and again 3. Responsiveness: The speed with which queries etc. and dealt with e.g. Is feedback or reply given in time to customers. 4. Communication: The clarity and understandability of the information given to the client, e.g. Does
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Product and service marketing are fundamentally different A service, unlike products, is an action that one person can offer another that is intangible and does not result in ownership of a physical product. Different marketing tactics work better for services versus products. A business needs to develop marketing plans for both services and products. A few of the differences between service marketing and product marketing, when a business markets a service, they are actually marketing a relationship
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Assignment #3: Marketing Strategy for Services Aurora Morrison Marketing Management – MKT 500 Dr. Stephen R. Hiatt February 18, 2010 Marketing Strategy for Services Target Market(s) and Segment Determination. When considering the target market for a particular product or service, one should
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1930 (original)(North Corbin, Kentucky) 1952 (franchise)(South Salt Lake, Utah) | Founder(s) | Harland Sanders | Headquarters | Louisville, Kentucky, U.S. | Key people | Roger Eaton, President Harvey R. Brownlea, COO James O'Reilly, VP for Marketing | Products | Fried chicken, grilled chicken, related Southern foods | Revenue | $520.3 million USD (2007)[1] | Employees | 24,000 (2007)[1] | Parent | Yum! Brands | Website | KFC.com | Question 1: Who is the firm’s target market? Answer:
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Services Marketing Mix Services marketing mix: the 7 Ps • Product • Price • Place • Promotion • People • Process • Physical evidence Persona Services marketing mix: 1. Product: persona sells everything that enhances beauty of both male and female. Persona has separate units for male and female customers: Persona Adams and Persona Beauty Parlor. Along with that Spring Spa and Gym ensures Beauty of face, body and mind. Various services designed and
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Business Report: Analysing Service Design Elements MRKT20026 – Service Product Marketing Assessment 3 Term 2 2012 Student Name | Student ID/Number | Tatiana ZAPATA | S0203520 | CQU in Brisbane Campus Lecturer/Tutor: Patrick GOH Paper Count: 2.628 Due Date: 27 of September 2012 Date Submitted: 27 of September 2012 Executive Summary This report provides a critically analyse of a design elements of two different service providers, Juan Valdez coffee
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Part 1 Dissatisfying Service incident 2 * Circumstances Leading to the Incident 2 * What Occurred During the Incident 2 * What made the Incident dissatisfying 3 * What could or should have been done differently 3 Part 2 Critical Incident Analysis 4 * The customer gap 4 * Type of encounters that occurred 4 * Source of displeasure/pleasure 4 * Dimensions of the servqual scale 5 * Reliability 5 * Responsiveness
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Marketing and Customer Service Marketing and Customer Service are two of the most important functions in business. Without them, from where would your customers come? How would people learn about your products? How would customers contact your business to place an order or make a purchase? How would they find out the status of their order? Who would deal with customer complaints and defective parts? There are many more areas than this that are handled by these two departments. It’s is nearly
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Strategic Service Marketing Reflective Journal Nicolae Focsa B00053177 Department of Business School of Business & Humanities Institute of Technology, Blanchardstown Dublin 15. Word Count 13582 Words General Business –BN101 Strategic Service Marketing 16th December 2014 Table of Contents 1.0 Introduction 1 2.0 Week 1 1 3.0 Week 2 1 3.1 1 4.0 Week 3
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