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PEOPLE PROCESS PHYSICAL EVIDENCE

PEOPLE PROCESS PHYSICAL EVIDENCE. Sari Yuniarti,SE.,MM . jurkubank@yahoo.com. Tangibilize the intangible. PEOPLE. Karyawan merupakan part time marketer , krn perilaku dan tindakan mereka berpengaruh langsung thdp apa yg diterima pelanggan (perceived service).

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PEOPLE PROCESS PHYSICAL EVIDENCE

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  1. PEOPLEPROCESSPHYSICAL EVIDENCE Sari Yuniarti,SE.,MM. jurkubank@yahoo.com

  2. Tangibilize the intangible

  3. PEOPLE • Karyawanmerupakanpart time marketer, krnperilakudantindakanmerekaberpengaruhlangsungthdpapaygditerimapelanggan(perceived service). • Pelanggansbg co-producer jasa. Dimanapelangganterlibatlangsungdalamprosesproduksijasa.

  4. Orang lain yg pd saatbersamaanmengkonsumsisebuahjasaygdiproduksisecaramassaldptmempengaruhimanfaatygditerimaolehpelangganybs. • Setiapperusahaanperlumenciptakanpersonnel differentiation

  5. Marketing Triangle Internal Marketing External Marketing Interactive Marketing

  6. PHYSICAL EVIDENCE Merupakanlingkunganfisiktempatjasadiciptakandanlangsungberinteraksidengankonsumen

  7. PROCESS

  8. PROCESS Prosesjasadipengaruhioleh: • Tinggirendahnyakontak/keterlibatannyadenganpelanggan • Kompleksitasjasa yang ditawarkan • Prosedurstandaratau customize • Pemilihanfasilitas (peralatan, teknologi, lay out, dll) yang digunakan

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