Service Marketing and Brand Management

PZB Gap Model The PZB Model was first developed by Parasurarman, Zeithaml and Berry (1985)  to attempt to define and model service quality at a time when there was little focus on the construct. As part of their exploration they concluded that quality involves a comparison of expectations with performance, and thus satisfaction with services […]

Customer Satisfaction-Meaning,Definition and Methods   Meaning Customer satisfaction is the degree to which a buyer is satisfied with a product, service or company.Customer satisfaction takes place in a customer head and may, but does not have to, comply with reality. People generally develop their attitudes quickly and change them very slowly. Customers may be mistaken in […]

Search, Experience and Credence Attributes   From a marketing perspective, products and services can be separated into three useful classes: search products, experience products, and credence products.  Search products or services have attributes customers can readily evaluate before they purchase. A hotel room price, an airline schedule, television reception, and the quality of a home entertainment […]

Characteristics of Services   The below cited characteristics of services make it unique and that is why services receive special treatment from marketers. There is general agreement that inherent differences between goods and services exist and that they result in unique, or at least different, management challenges for service businesses and for manufacturers that offer […]