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