Factors that InfluenceDesired and Predicted Service

• Explicit --- personal and nonpersonal statements from the organization---Advertising, personal selling, contracts, other communications --- usually increases desired level and narrows zone

• Implicit--- ---service related cues

  -Tangibles --
  
  • Price -- price directly related to predicted service and inversely related to width of zone.
  • Distribution - multiple outlets

Previous slide

Next slide

Back to first slide

View graphic version