People in Service Marketing: Why Human Element is Key

The People element in service marketing emphasizes the role of employees and customers in creating a positive service experience. Service delivery often involves face-to-face interactions, and employees are crucial in building relationships and trust.
Key Considerations:

Employee Training: Ensure staff are knowledgeable and customer-focused.
Customer Interaction: Foster positive, memorable experiences.
Customer Expectations: Understand and manage customer expectations at every touchpoint.
Example: Zappos is known for its exceptional customer service, where employees are empowered to go above and beyond to meet customer needs.