IB Business 4.6

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Terms in this set (...)

People
They are the employees who interact with customers, thereby delivering the service to customers. The reputation of a business largely depends on the training, motivation and communication skills of employees.
Physical evidence
It refers to the tangible aspects of a service (a luxury hotel with a welcoming lobby, nice decor, well-groomed hotel staff, spas, gyms, and swimming pools).
Processes
They are the ways in which a service in prodded or delivered, including payment systems, queuing times, customer series, after-sales care and delivery services.
Service
It is an intangible product supplied by a business (bus rides, library facilities, thruster shows, insurance deals and haircuts).
Seven Ps model
It refers to the marketing of services which indulge three additional Ps (people, processes and physical evidence) in addition to the traditional 4Ps in the marketing mix (product, price, promotion and place).