Let’s talk about service!
1. Choose a service that you have purchased recently.
· Assess the service using the 7Ps
· What is the service’s core benefit, service provisions, and tangibles (if any)?
· How do the concepts of intangibility, inseparability, inconsistency, and perishability/inventory relate to your service?
2. Describe a time that you experienced a service failure. Did you complain to other consumers? Did you complain to management? What was the outcome? Have you ever exchanged with that company again? Did you experience service recovery? If not, what could the company have done for you to recover from the service failure?