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SIS 13 SPORT SERVICES - Coggle Diagram
SIS 13
SPORT SERVICES
DEFINITION & FEATURES
Consistency
Perishability
Tangibility
Separability
SERVICES MIX
Participants
Processes
Physical evidence
CUSTOMER RELATIONSHIP BUILDING
Target customers
Electronic customer communication
Segment customers
Innovative offerings
Develop customer profiles
Update customer profiles
SERVICE QUALITY
Assurance
Empathy
Responsiveness
Tangibles
Reliability
CUSTOMER SATISFACTION
Pleasure or relief
Novelty
Contentment
Surprise