Administracion

• What is not common to see nowadays?

At present it is unusual to see a product with more intangible tangible attributes, so it is in this until will be detailed thematic aspects related to creation of one side of complementary service to the product.

• What does “a service” mean?

A service is economic activies that do not result in a product, but provide added value to the Company and facilitate the use of the product to those who acquire it first.

• Which are the five kotler’s types of offers?

1. Godos purely tangible

2. Tangible godos including some services

3. Hybrid products

4. Main service with secondary godos

5. Pure service

• What does “intangibility” refer to?

It is an actions cannot be see or touch

• According to “inseparability”, how is service defined?

Is an activity performed by a person or Company for the benefit of other, cannot be separated from the service provider

• How does “the service triangle” work?

The service triangles have three elements how: customers, suppliers and the Company.

So is important including the three elements basic of the table service triangule for example:

• Company

• Customers

• Suppliers

• What do the mercadologic mixing elements have in common?

o People

o Physical evidence

o Process

• Who invented the term “the moments of truth”?

By Karl Albrecht however this term was coined by the Swedish Jan Carlzon, president of SAS (ScandinavianAirlinessSystem)

• What do “moments of true” mean?

Is an episode in which the customer comes into contact with any aspect of the organization and creates an impression of the quality of your service.

• How many steps are suggested to generate a “mapping the points of contact” and which ones?

1. Identify points of contact

2. Perform a description contact points

3. Review of existing processes

4. Process Re-structuring co-related Contact Points

5. Contingent Policy Establishment

6. Preparing and training human resources

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