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SU3- Service Revenue Management, Communication - Coggle Diagram

- - - - Perceived costs/outlays
        
        Monetary
        
        Financial
        
        Opportunity costs
        
        Non-monetary
        
        Time
        
        Physical
        
        Psychological
        
        Sensory
  - - - Available capacity
      - Individual segment
    - - Price-sensitivity
      - Demand
      - Operation capacity
      - Inventory
      - Fixed cost structure
  - - - Product
      - Amenities
      - Service level
    - - Consumption
      - Transaction
      - Buyer
- - - - Strategic
      - Tactical
      - Key objectives
    - - Intangbility challenges
        
        Abstractness
        
        Generality
        
        Non-searchability
        
        Mental impalpability
        
        Solutions
        
        Tangible cues
        
        Metaphors
    - - Categorisation
        
        Impersonal, personal
        
        Msg sources
        
        Marcom mix
        
        Advertising- broadcast, print, outdoor, DM, online
        
        Promotion- sampling, coupons, rebates
        
        Personal communication- personal selling, trade shows, WOM, online social networks
        
        PR- press kits/conference, events, sponsorships, media coverage
        
        Sales delivery points- service outlet, self-service delivery points, frontline staff, brochures
        
        Corporate design- signage, interior decor, vehicles, uniforms
        
        Controllable, noncontrollable
    - - Users
      - Employees
      - Prospects