Service Concept

May 28, 2007 0 comments

Stated in terms of results produced for customers what are the elements of the service to be provided?

How are these elements expected to be perceived by:

  • The target market segment?
  • The market in general?
  • Employees?
  • Others?

What does this suggest in terms of the manner in which the service is:

  • Designed?
  • Delivered?
  • Marketed?

The Service Package or Product

  • Physical items or facilitating goods
  • Sensual benefits or explicit services
  • Psychological benefits or implicit services

Fitzsimmons, J. A. and Fitzsimmons, M.J. 1994. Service management for competitive advantage, McGraw - Hill

Posted by Lisa
Categories: Business Entrepreneurship


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