Service Marketing - an introduction

an introduction

Business & Finance, Marketing & Sales
Cover of the book Service Marketing - an introduction by Daniel Hischer, GRIN Publishing
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Author: Daniel Hischer ISBN: 9783638065429
Publisher: GRIN Publishing Publication: June 18, 2008
Imprint: GRIN Publishing Language: English
Author: Daniel Hischer
ISBN: 9783638065429
Publisher: GRIN Publishing
Publication: June 18, 2008
Imprint: GRIN Publishing
Language: English

Seminar paper from the year 2008 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: Distinction, University of Strathclyde, 21 entries in the bibliography, language: English, abstract: A service has been described as a deed, act or performance. The literature suggests that differences between goods and services exist, resulting in four basic characteristics of services: intangibility, inseparability of production and consumption, heterogeneity, and perishability. Zeithaml and Bitner claim that intangibility is the key determinant of whether an offering is a service or product. These service characteristics have created problems and challenges for managers of services. A recurring theme in service companies is the difficulty managers experience in translating their understanding of customers' expectations into service that employees can understand and execute. This proposition will be discussed in the following.

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Seminar paper from the year 2008 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: Distinction, University of Strathclyde, 21 entries in the bibliography, language: English, abstract: A service has been described as a deed, act or performance. The literature suggests that differences between goods and services exist, resulting in four basic characteristics of services: intangibility, inseparability of production and consumption, heterogeneity, and perishability. Zeithaml and Bitner claim that intangibility is the key determinant of whether an offering is a service or product. These service characteristics have created problems and challenges for managers of services. A recurring theme in service companies is the difficulty managers experience in translating their understanding of customers' expectations into service that employees can understand and execute. This proposition will be discussed in the following.

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