THE SERVICE

TRIANGLE
 Company

Internal Marketing External Marketing

Enabling promises Making promises

Providers Interactive Marketing Customers

Keeping promises
 Corporate Strategy Service Concept
Internal External
Marketing Marketing

(a creating the prerequisite for (a creating expectations by giving

giving promises to customers) promises)

Responsibility of every manager Responsibility of marketing

and supervisor (mainly) specialists (mainly)

The
The Moments
Moments of
of Truth
Truth
Life path
Personal needs
Personal Needs CUSTOMERS
EMPLOYEES
Words of mouth
Image

Role conflict Interactive marketing Image

and ambiguity (keeping promises)

 Contact personnel Previous

 Systems and physical resources experience
 The customer and fellow customers
 Management support
 Material support and support
personnel
 Technological and system support
 Price
 Corporate/Local image

Responsibility of operations personnel,

etc. (mainly) as part-time marketers