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【正文】 confidence Empathy: Caring, individualized Does my broker try to determine what my attention provided customers specific financial objectives are? Implications of Q=PE Model PE Delight consumer PE Consumer lost P=E Consumer gets what is expected: Vulnerable to petition Service performance When things go wrong: PE ? Rethink relationship, tell friends ? Look at service provider’s reaction: – No explanation and no change in behavior: WORST – Corrective action without explanation: OK – explanation and corrective action: BEST Three Types of Marketing in Service Industries Internal marketing Company Customers External marketing Employees Interactive marketing Cleaning/ maintenance services Financial/ banking services Restaurant industry Service Differentiation Offer Delivery Image The Service Marketing Mix ? Place ? People ? Product ? Promotion ? Price 謝 謝 :31:1008:3108::31 08:3108:31::31:10 2023年 2月 1日星期三 8時(shí) 31分 10秒 演講完畢，謝謝觀看！
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