Explain the concept of the service pro?t chain

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Question: Wilson et al. (2016) state that the distinctive characteristics of services result in challenges and advantages for managers of services. Describe the characteristics of services and explain the implications of w characteristic for service marketing strategy. Explain the concept of the Zone of Tolerance for services, and outline. with illustration, the factors that in?uence desired and predicted service levels. Discuss the importance of customers in service co-creation and explain the strategies an organisation might adopt to enhance customer participation in service delivery. Model and explain the Gaps model as a tool to understand service quality in an organisation. Choose any one of the gaps and outline the strategies a services marketing manager might adopt to address that gap. Discuss in detail the strategic importance of frontline service employees for the service ?rm. In your answer. please explain the concept of the Service Pro?t Chain m the Services Marketing Triangle.

Reference no: EM133339212

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