Saturday, September 1, 2012

A flower of service

You never learn more than when you have to teach it, and services marketing this semester has helped me reacquaint with (I think) Lovelock's "flower of service" model.

What a neat way to think of the service component of any product!

Information is my most recent example. I own a bird, and the experts tell me that a diet of pellets rather that entirely seed is the best. (because birds in the wild eat a variety of grasses, fruits etc and yes maybe 10% seed). Seed junkies are obese.

At my favourite pet shop I was told by a shop assistant that "birds in the wild eat seeds, they don't eat pellets, do they?"

That willingness to offer advice that they didn't really know about constituted bad service, according to the flower of service model. Fair enough.

Anyhoo, I'm off to the specialist bird shop today.

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