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Service and Relationship: - Assignment Example

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The analysis would now critically evaluate the Werribee Park, in terms of its SWOT analysis, as well as the success with which it is catering to the customers in terms of being a service providing organization. Since a visit has been paid to the Park, the first hand experience…
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Service and Relationship:

This analysis would give an overall picture as to the standing of the Park, relative to its external and internal environment. Lastly, there would be a conclusion, summarizing the experience of Werribee Park.
There is a manufacturing organization, which produces goods, and then it goes for sale in an organized market. And then there is a service providing organization, which gives a service to the customer, in return for the money. Therefore, the factor which mostly distinguishes the goods from services is the fact that services have a higher value-addition for the customers, if the physical and the intangible elements present in it connect with the customer emotionally. (Lovelock, 2007)
The overall judgment and feelings about the park are very positive, since the experience was very well-organized, informative, and value-adding for the customer, thanks to the staff, the product itself, and the physical experience. Customers need to feel like they are making memorable moments, when they interact with a service providing organization, and this happened in the case of Werribee, since the visitors were taking pictures of the place, their own shots as well as shots with people who they were meeting in the trip. Only then, when such moments are created, can the marketing mix of a service providing organization like Werribee can be successful. (Kotler, 1996)
When it comes to the marketing mix of a service providing organization, the focus has to be on the 8 Ps of marketing, rather than the traditional 4 Ps of marketing. The traditional ones apply to the service organization too, that is, product, place, promotion and price. The four other elements, which are specific to a service organization, are process, physical environment, people and productivity and quality. (Rust, 1996) Moreover, when it comes to getting a service, customer usually have expectations regarding how they will be treated, what kind of an experience they have, and then based on the ... Read More
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