Business M. 4.5 Seven Ps extended
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6 Terms
Seven Ps model
refers to the marketing services which includes three additional Ps - people, processes physical evidence
Why are people considered important for the marketing mix of services?
services are inseparable from the staff who deliver them, meaning that the employee is actively part of the product or service experience.
building trust
customer retention
People
are the employees who interact with customers, thereby delivering the service to customers
Processes
the way in which service is provided or delivered, including payment service, queuing times, after sales care and delivery services
After sales care
servies that are offered following the sale of the product like maintenance services, technical support and installations
Physical evidence
tangible aspects of a service like a luxury hotel with nice decor, spas, gyms and swimming pools.