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Extended Ps of Marketing Physical evidence People Process
4 ‘I’s of service marketing ,[object Object],[object Object],[object Object],[object Object]
Physical evidence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Elements ,[object Object],[object Object],[object Object],[object Object]
Types of service evidence ,[object Object],[object Object]
Roles of servicescapes  ,[object Object],[object Object],[object Object],[object Object],[object Object]
People ,[object Object],[object Object],[object Object],[object Object],[object Object]
Gaps in services ,[object Object],[object Object],[object Object],[object Object]
Reversing customer cycle of failure ,[object Object],[object Object],[object Object],[object Object],[object Object]
Process  ,[object Object]
Some important terms ,[object Object],[object Object],[object Object],[object Object]
Layers and features of service map Service structure Process  Customer  Front line employees Support staff Management services Front line employees Front  stage Back  stage Line of interaction Line of visibility Line of internal interaction Line of implementation
Meeting perishability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Matching capacity and demand ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service marketing triangle External marketing Internal marketing Interactive and relationship marketing Customer  Employee  Company

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Extended Ps Of Marketing

  • 1. Extended Ps of Marketing Physical evidence People Process
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12. Layers and features of service map Service structure Process Customer Front line employees Support staff Management services Front line employees Front stage Back stage Line of interaction Line of visibility Line of internal interaction Line of implementation
  • 13.
  • 14.
  • 15. Service marketing triangle External marketing Internal marketing Interactive and relationship marketing Customer Employee Company