MCS 1000 Study Guide - Final Guide: Customer Satisfaction, Customer Retention, Email Spam
8 Dec 2011
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7 ps of service: product elements: all components of the service performance that create value for, place and time: management decisions about when, where and how to deliver customers [don"t make bad products] services to customers. Place how companies get their products to customers. [communication is key: process: a particular method of operations or series of actions, typically involving steps that need to occur in a defined sequence. [standardized procedures, implementing good management, good training: physical environment: visual appearance of building, landscape, vehicle, ect, people: customers and employees who are involved in service production. Brand equity assessments: the idea that a brand has numeric dollar value even though there are no tangible. Competition-based pricing (services: setting prices relative to those charged by competitors, price competition is greater with: Excess capacity in the industry: price competition is reduced when: Non-price-related costs of using competitors alternatives are high. Saving time and effort are equal to cost.
