Order ID:89JHGSJE83839 | Style:APA/MLA/Harvard/Chicago | Pages:5-10 |
Instructions:
Physical Evidence of Service Quality Discussion
Why would a customer use physical evidence to form a service evaluation? How might a business deal with physical evidence?
first response post:
One of the additional three Ps of the service marketing mix is physical evidence. The elements that are incorporated into a service to make it tangible and somewhat measurable are referred to as physical evidence. At the same time, it aids in brand positioning and identifying the right type of customer. The hospitality industry is the best example of physical evidence in action. Airlines provide both premium and economy travel options. Restaurants are also classified as 3 star, 4 star, or 5 star. All of this differentiation, as well as the target customer that comes with it, is due to the use of physical evidence in marketing (Bhasin, 2018).
Physical evidence can be used in a variety of ways to create the desired environment for your customers. The components of physical evidence are made up of elements. These are the tools you can use to control and manage your customer’s senses. Location design, equipment used, air quality, lighting, noise, music, employee dress code, parking situation, colors, cutlery, furniture, billing paper, and business card cardstock are all examples of physical evidence. These are just a few of the aspects of the physical evidence component of the marketing mix that can be controlled. There is a place for everything. They all contribute to the customer’s overall experience. You can decide which items to focus on by determining which elements fit with your business. Then, as part of your marketing mix, you can create physical evidence (“What is Physical Evidence”, 2020).
Pst. 2 (response):
Expectations and perceptions of service quality are influenced by physical evidence. As a result, every service organization must first grasp the significance of physical evidence. Physical evidence necessitates careful planning. The planning strategy should be aligned with the company’s overall objectives and vision. The planner must carefully design a strategy that will enable the organization to achieve its objectives.
Customers expect a service facility to be user-friendly, easy to locate, simple to use, and staffed by friendly employees when they visit. Operations specialists tend to concentrate on the functional aspects of facility design, with a focus on resource productivity and safe, efficient service delivery. Marketers, on the other hand, are concerned with the impact that service facilities and personnel have on customers and how they contribute to the overall service experience.
As marketers and corporate strategists pay more attention to customer experiences, they’ve noticed how physical space and tangibles play a role in generating those experiences. Lewis Carbone, a leading experience management consultant, has created an entire lexicon and management process based on the concept of “experience engineering” via “clue management.”
RUBRIC |
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Excellent Quality 95-100%
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Introduction
45-41 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned. |
Literature Support 91-84 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned. |
Methodology 58-53 points Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met. |
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Average Score 50-85% |
40-38 points More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided. |
83-76 points Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration. |
52-49 points Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met. |
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Poor Quality 0-45% |
37-1 points The background and/or significance are missing. No search history information is provided. |
75-1 points Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration. |
48-1 points There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met |
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Physical Evidence of Service Quality Discussion |
Physical Evidence of Service Quality Discussion