Categories of Service Mix

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Categories of Service Mix
Tangible Good w/ Services
Major Service w/ Goods
Hybrid
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Three Types of Marketingin Service Industries
Cleaning/ maintenance services
Financial/ banking services
Restaurant industry
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Determinants of Service Quality

• Reliability No.1
• Responsiveness
• Assurance
• Empathy
• Tangibles

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Complaint Resolution

• Only 5 complain. Dont come back. Tell 11
  others.
• Hiring Criteria Training for Employees
• Develop Guidelines for Fairness
• Remove Complaint Barriers
• Analyze Types Sources of Complaints