Service Employees
They are the service offering ---(limousine driver, architect, hairstylist, massage therapist)
They are the firm in the customer’s eyes
They are marketers (customizing services, accommodating customers, developing sales opportunities)
Importance is evident in
- The Services Marketing Mix (People)
- The Service-Profit Chain (companies that exhibit high levels of employee satisfaction will be more successful than companies that have low levels of employee satisfaction)
- The Services Triangle