Services Marketing Triangle (Draft).docx - Services management frameworks We have already studied the following commonly used discussed service

Services Marketing Triangle (Draft).docx - Services...

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Services management frameworksWe have already studied the following commonly used discussed service management frameworks: 1.Gap model of service and dimension of service quality: The service gap model identifies and explains reasons for gaps in service quality. It is used to specify five dimensions for measuring service quality gaps. 2.The service profit chain: It establishes a causal relationships among internal service quality, employee satisfaction, employee productivity and retention, external service value, customer satisfaction, customer loyalty, as well as revenue grow and profitability.3.Service blueprinting: It is a process modelling tool for analysing service processes. Customer activities, activities that are visible and non-visible from customer’s viewpoint, and backend activities are identified explicitly in the service blueprint.4.The evidence of service from a customer’s point of view: It includes people, process, and physical evidence. The physical evidence is “the environment in which the service is delivered and in which the firm and the customer interact, and any tangible commodities that facilitate performance or communication of the service.”These frameworks focus on various dimensions of service management such as quality improvement programs, operations management, and service marketing which ultimately have a bearing on marketing and customer satisfaction. In this note we describe another framework - the Services Marketing Triangle.Services Marketing TriangleWhat Is a Service Marketing Triangle?
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