Frameworks for Managing the Customer's Experience

Frameworks for Managing the Customer's Experience

1. kEY COMPONENTS

   • The Service Workers
     • Interact w/customer
   • The Service Setting
     • The Enviroment
   • The Service Customers
     • Receive and share Service Settings
   • The Service Process
     • Sequence of activities

2. TREE FRAMEWORKS

   • Service Marketing Mix
     • Four P's +
     • Participants: Customers or workers
     • Physical Evidence; Service environment and other tangible aspects
     • Process of service assembly: Procedures and flow of activities
   • Servuction Framework
     • Invisible organizations ans systems
       • Inanimate envioment
       • Contact Personnel
     • Invisible
       • visible
     • Customer A
     • Customer B
     • Bundle of services
   • Service theater framework
     • Actors
     • Audience
     • Setting
     • FrontStage
     • Backstage
     • Performace