Markus Stoffel
Karten 18 Karten
Lernende 1 Lernende
Sprache Deutsch
Stufe Mittelschule
Erstellt / Aktualisiert 27.09.2012 / 08.11.2012
Lizenzierung Kein Urheberrechtsschutz (CC0)
4 Exakte Antworten 13 Text Antworten 1 Multiple Choice Antworten
Fenster schliessen

What is functional service marketing?

conducted by industrial

companies as an additional

function for the purpose of sales


(value adding services)

Fenster schliessen

What is institutional service marketing?

conducted by service institutions

of the

tertiary sector as a "main" function

Fenster schliessen

Characteristics of Service?

- Simultaneous production and


- Variable

- Intangible

- Perishable

Fenster schliessen

What are Challenges for services?

- Defining and improving quality

- Communicating and testing new services

- Communicating and maintaining a consistent image

- Motivating and sustaining employee commitment

- Coordinating marketing, operations and HR efforts

- Setting prices

- Standardization versus personalization

Fenster schliessen

7 P's






Physical facilities

Process management

Fenster schliessen

Which skills should the employees have for offer the best possible service?

Motivation, Competence and KnowHow
Fenster schliessen

SW03 Business modell: Key points of the Service Star Core modell?

- Customers

- Employees / Organization

- Positioning

- Partners

- Technology / Internet

- Operations

- Profit model

Fenster schliessen

SW03: What are the KEY ELEMENTS of a Business Model?

Productions: - key processes, - key resources

Customer value proposition: - customer value, - proplem solving

Profit model: - profit generation, - contribution profit margin, -cost structure, -demand of resources