COMMERCE 2MA3 Lecture Notes - Lecture 10: Service Provider, Product Return, G1 Phase
11 Dec 2016
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Document Summary
If we save consumers time then they will buy from them. Do job right in front of you so you know they are doing something. Most services come with some product and vice versa. More than 70% of canadian businesses are in service. Provide cues (mainly visual) i. e. d cor and atmosphere of restaurant. Images used in marketing -> i. e. online website has picture of restaurant i. e. Images used in marketing -> i. e. online website has picture of restaurant i. e. pictures of food on the menu. As service is being made, consumer is using it at the same time. Service provider will be different every time i. e. different bank tellers. Customer will be different every time i. e. different customers going to teller, different moods. Training minimizes this inconsistency i. e. employees trained on how to greet customers every single time. For higher value customers services will be customized. Bundled packages i. e. buy 5 car washes get the 6th free.
