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Managing Services Personnel | Introduction | Policy

  MANAGING SERVICES PERSONNEL INTRODUCTION: The employees of the service providing company have a considerable role to play in delivering services to their customers. Among other things, they must clearly know the role they have to play in delivering the service and to do it properly in order to meet the expectations of their customers. Appropriate human resource policies have to be evolved and implemented. A culture of quickly understanding customers expectations and meeting them effectively and efficiently has to be set up through these human resource policies and programmes. APPROPRIATE HUMAN RESOURCE  POLICIES Service personnel must be reliable, i.e. able to perform the promised service dependably and accurately. They must be responsive, i.e. be willing to anticipate customer needs, help them and provide prompt service. They must assure customers with their knowledge and courtesy and their ability to inspire ...
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Service Marketing Triangle | Meaning | Diagram | Strategic Implementation|

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  Service Marketing Triangle Service marketing triangle developed by ‘ Christian Gronross’. The service marketing triangle or the service triangle as it is commonly called, underlines the relationship between the various providers of services and the customers who consumes these services. The key players are labeled on the points of the triangle – company, customer, employees. Between these three points on the triangle, there are three types of marketing that must be successfully carried out for services to succeed – External marketing, Internal marketing, Interactive marketing. External Marketing : company and customer Internal Marketing : company and employees Interactive Marketing : customer and employees DIAGRAM      EXTERNAL MARKETING 1. External marketing is any communication to customer that     happens before service delivery. Companies use external     marketing to make promises to customers. 2. Forms of external marketing include a...
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What Is Service Distribution | Meaning | Types | Challenges |

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                        SERVICE                                    DISTRIBUTION                   Distribution (or place) is one of the four elements of  the marketing mix. Distribution is the process of  making a product or service available for the consumer or business user who needs it. This can be done  directly by the producer or service provider, or using indirect channels with distributors or  intermediaries. The other three elements of the marketing mix are product, pricing, and promotion. Service distribution channels comprise service firms, their intermediaries, and their customers.                   Types of                           Distrib...
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Location: India
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