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MTP
intangibility
inseparability
variability
perishability
criterion for satisfactio
n
participates in the
process
4Ps + 2Cs + 4Os
Price Mix Product Mix
Competitors
Costs
Object
Objectives
Organization
Operations
Place Mix
Promotion Mix
7 PSevenPs of Marketing
Product
Price
Place
Promotion
Physical Evidence
Processes
People
service triangle
(service quality)
1.
2.
3.
RSQS(Retail Service Quality Scale)
PZB
1.
2.
3.
4.
5.
PZB
1.1.
2.2.
3.3.
( )
1.
2.
3.
4.
5.
( )
1.
2.
3.
4.
( )
( )
( )
1.
2.
3.
4.
check-in
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SOFTEN
S smile
O open mind
F forward near
T touch
E eye contact
N nod