Résumé :
Services and Service Products are by their nature different from Goods – and require a different marketing approach. Compared to Goods, Services are more intangible, performance-oriented, closely tied to people and relationships. The author builds on his previous book Mastering marketing to examine the key differences between the marketing of products based on goods versus those which are based on services- or which use services to gain a competitive advantage. The book uses current real life examples to illustrate the ideas discussed – in practice. Icons are used throughout – Key concepts, Key questions, Key learning points, Action check lists. Each chapter ends with an exercise to help readers apply the content to their own business. The book ends with a sample workbook for use in training staff in Customer Service.
