SlideShare a Scribd company logo
1 of 13
Services are the processes and
performances provided or co produced
by one entity or a person for another
entity or a person.
Service
Marketing
Triangle
The service triangle emphasizes three
different coinciding elements. It includes
internal marketing, external marketing and
interactive marketing. The premise is that
when companies take care of their
employees, their employees are more likely
to work diligently to take care of customers
who were attracted to the company by
external marketing.
Here, “promise” means to assure the
customer about the services that are being
offered which will be provided to them in
time and with same quality and quantity as
mentioned.
Internal marketing
 in this we enable the promise.
 here, we view employees as our internal
customers and jobs and other programs
as internal products.
Company to
Employees
 It is also called internal marketing.
 It is the part where the promise is enabled.
 It involves training the employees, motivating
them, teamwork programs, teaching them
customer satisfaction techniques, etc.
 The company shares its goals with its
employees and communicate with them on a
regular basis.
External
marketing
 in this we set the promise.
 it is performed to capture the attention of
the market and interest of the customer
towards our services.
Company to
Customers
 This is also called external marketing.
 It is the part where the promise is set.
 It can also be said as marketing to end
user.
 It involves promotional activities, pricing
strategies, etc.
Interactive
Marketing
 This is where the promise is delivered.
 This is the most important part of the
service triangle, if the employee fails to
deliver at this level then all the efforts
made towards establishing a relationship
with the customer would be wasted.
Employees to
Customer
 This is also called interactive marketing.
 It is the part where the promise is delivered.
 Here, the goal is to have highly satisfied
customers.
 Effectiveness of interactive marketing is related
to internal marketing.
 Here, the employee interacts with the potential
or existing customer.
Today, market leaders are aware of the external
threats and opportunities that boost up their
business. They also know how to communicate
with their clients and employees in order to
achieve organizational goals.
Service triangle has great importance and its
components are essential in the success of any
business. A well established business always
follows the strategies of service marketing
triangle.

More Related Content

What's hot

Market positioning in services
Market positioning in servicesMarket positioning in services
Market positioning in services
Nikhil Sonawane
 
Distribution in services
Distribution in servicesDistribution in services
Distribution in services
Prithvi Ghag
 
Improving Service Quality and Productivity - Service Marketing
Improving Service Quality and Productivity - Service MarketingImproving Service Quality and Productivity - Service Marketing
Improving Service Quality and Productivity - Service Marketing
Nuwan Ireshinie
 

What's hot (20)

Service marketing mix
Service marketing mixService marketing mix
Service marketing mix
 
Services Marketing - Service Positioning
Services Marketing - Service PositioningServices Marketing - Service Positioning
Services Marketing - Service Positioning
 
Services Marketing Notes(PPT)
Services Marketing Notes(PPT) Services Marketing Notes(PPT)
Services Marketing Notes(PPT)
 
Pricing of services
Pricing of servicesPricing of services
Pricing of services
 
Introduction to service marketing
Introduction to service marketingIntroduction to service marketing
Introduction to service marketing
 
Service marketing mix or 7Ps of Services
Service marketing mix or 7Ps of ServicesService marketing mix or 7Ps of Services
Service marketing mix or 7Ps of Services
 
Customer's expectation & perception of customers
Customer's expectation & perception of customersCustomer's expectation & perception of customers
Customer's expectation & perception of customers
 
Services marketing
Services marketingServices marketing
Services marketing
 
Delivering Service through Intermediaries and Electronic Channels
Delivering Service through Intermediaries and Electronic ChannelsDelivering Service through Intermediaries and Electronic Channels
Delivering Service through Intermediaries and Electronic Channels
 
Market positioning in services
Market positioning in servicesMarket positioning in services
Market positioning in services
 
Services marketing (ppt slides)
Services marketing (ppt slides)Services marketing (ppt slides)
Services marketing (ppt slides)
 
Customers Expectation of a Service
Customers Expectation of a ServiceCustomers Expectation of a Service
Customers Expectation of a Service
 
Integrated service marketing communication with example
Integrated service marketing  communication with exampleIntegrated service marketing  communication with example
Integrated service marketing communication with example
 
Distribution in services
Distribution in servicesDistribution in services
Distribution in services
 
Consumer behavior in service
Consumer behavior in serviceConsumer behavior in service
Consumer behavior in service
 
Service marketing Notes
Service marketing NotesService marketing Notes
Service marketing Notes
 
Positioning strategies in marketing
Positioning strategies in marketingPositioning strategies in marketing
Positioning strategies in marketing
 
Improving Service Quality and Productivity - Service Marketing
Improving Service Quality and Productivity - Service MarketingImproving Service Quality and Productivity - Service Marketing
Improving Service Quality and Productivity - Service Marketing
 
Servicescape
Servicescape Servicescape
Servicescape
 
7 P's of services Marketing
7 P's of services Marketing7 P's of services Marketing
7 P's of services Marketing
 

Viewers also liked (6)

Integrated Services Marketing Triangle
Integrated Services Marketing TriangleIntegrated Services Marketing Triangle
Integrated Services Marketing Triangle
 
The Integration Triangle
The Integration TriangleThe Integration Triangle
The Integration Triangle
 
Service marketing triangle
Service marketing triangleService marketing triangle
Service marketing triangle
 
(E) service marketing triangle
(E) service marketing triangle(E) service marketing triangle
(E) service marketing triangle
 
Ratio Analysis Ppt
Ratio Analysis PptRatio Analysis Ppt
Ratio Analysis Ppt
 
Porsche Strategic Marketing Analysis
Porsche Strategic Marketing AnalysisPorsche Strategic Marketing Analysis
Porsche Strategic Marketing Analysis
 

Similar to Service marketing triangle

Module2 puno geneblazo_targa_lopez_oblena_mostoles
Module2 puno geneblazo_targa_lopez_oblena_mostolesModule2 puno geneblazo_targa_lopez_oblena_mostoles
Module2 puno geneblazo_targa_lopez_oblena_mostoles
ALEXISPUNO
 

Similar to Service marketing triangle (20)

Internal marketing
Internal marketingInternal marketing
Internal marketing
 
Services marketing triangle
Services marketing triangleServices marketing triangle
Services marketing triangle
 
Service marketing trianglr
Service marketing trianglrService marketing trianglr
Service marketing trianglr
 
sales management
sales managementsales management
sales management
 
Marketing mix strategies
Marketing mix strategiesMarketing mix strategies
Marketing mix strategies
 
Notes imc
Notes imcNotes imc
Notes imc
 
marketing for dummies / introduction to marketing / what is marketing
marketing for dummies / introduction to marketing / what is marketingmarketing for dummies / introduction to marketing / what is marketing
marketing for dummies / introduction to marketing / what is marketing
 
Internal Marketing
Internal MarketingInternal Marketing
Internal Marketing
 
Rewiring marketing: a practice based approach
Rewiring marketing: a practice based approachRewiring marketing: a practice based approach
Rewiring marketing: a practice based approach
 
12 managing people in service organisation
12 managing people in service organisation12 managing people in service organisation
12 managing people in service organisation
 
Naval incorporatin
Naval incorporatinNaval incorporatin
Naval incorporatin
 
Sakshi Gupta, BBA , Dezyne E'cole College
Sakshi Gupta, BBA , Dezyne E'cole CollegeSakshi Gupta, BBA , Dezyne E'cole College
Sakshi Gupta, BBA , Dezyne E'cole College
 
Services
ServicesServices
Services
 
Internal marketing
Internal marketingInternal marketing
Internal marketing
 
The Correct Marketing Mix
The Correct Marketing MixThe Correct Marketing Mix
The Correct Marketing Mix
 
Here’s Why You Need a Full-Service Marketing Agency for Your Business
Here’s Why You Need a Full-Service Marketing Agency for Your BusinessHere’s Why You Need a Full-Service Marketing Agency for Your Business
Here’s Why You Need a Full-Service Marketing Agency for Your Business
 
Internal Marketing: The Missing Link in Strategy Implementation
Internal Marketing: The Missing Link in Strategy ImplementationInternal Marketing: The Missing Link in Strategy Implementation
Internal Marketing: The Missing Link in Strategy Implementation
 
Report on marketing strategies of Amazon
Report on marketing strategies of AmazonReport on marketing strategies of Amazon
Report on marketing strategies of Amazon
 
Module2 puno geneblazo_targa_lopez_oblena_mostoles
Module2 puno geneblazo_targa_lopez_oblena_mostolesModule2 puno geneblazo_targa_lopez_oblena_mostoles
Module2 puno geneblazo_targa_lopez_oblena_mostoles
 
Marketing mgmt
Marketing mgmtMarketing mgmt
Marketing mgmt
 

Recently uploaded

obat pelancar haid di apotik dan harganya
obat pelancar haid di apotik dan harganyaobat pelancar haid di apotik dan harganya
obat pelancar haid di apotik dan harganya
infoobataborsi24
 
Licença Lotter Pro - Conheça o Certificado Oficial da Licença Lotter Pro.pdf
Licença Lotter Pro - Conheça o Certificado Oficial da Licença Lotter Pro.pdfLicença Lotter Pro - Conheça o Certificado Oficial da Licença Lotter Pro.pdf
Licença Lotter Pro - Conheça o Certificado Oficial da Licença Lotter Pro.pdf
Lotter Pro Brasil
 

Recently uploaded (20)

Rhys Cater, Precis, The future of media buying with Generative AI.pdf
Rhys Cater, Precis, The future of media buying with Generative AI.pdfRhys Cater, Precis, The future of media buying with Generative AI.pdf
Rhys Cater, Precis, The future of media buying with Generative AI.pdf
 
Influencer Marekting Trends- Where the creator economy is going in in 2024
Influencer Marekting Trends- Where the creator economy is going in in 2024Influencer Marekting Trends- Where the creator economy is going in in 2024
Influencer Marekting Trends- Where the creator economy is going in in 2024
 
Generating Leads with Analyst Content Webinar Slides_SJN Final.pdf
Generating Leads with Analyst Content Webinar Slides_SJN Final.pdfGenerating Leads with Analyst Content Webinar Slides_SJN Final.pdf
Generating Leads with Analyst Content Webinar Slides_SJN Final.pdf
 
Digital marketing guide complete guide for beginners
Digital marketing guide complete guide for beginnersDigital marketing guide complete guide for beginners
Digital marketing guide complete guide for beginners
 
obat pelancar haid di apotik dan harganya
obat pelancar haid di apotik dan harganyaobat pelancar haid di apotik dan harganya
obat pelancar haid di apotik dan harganya
 
The seven principles of persuasion by Dr. Robert Cialdini
The seven principles of persuasion by Dr. Robert CialdiniThe seven principles of persuasion by Dr. Robert Cialdini
The seven principles of persuasion by Dr. Robert Cialdini
 
Passive Income System 2.0 Digital: Effortless Earnings
Passive Income System 2.0 Digital: Effortless EarningsPassive Income System 2.0 Digital: Effortless Earnings
Passive Income System 2.0 Digital: Effortless Earnings
 
5 Benefits Of Using Digital Marketing.pptx
5 Benefits Of Using Digital Marketing.pptx5 Benefits Of Using Digital Marketing.pptx
5 Benefits Of Using Digital Marketing.pptx
 
Tea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdf
Tea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdfTea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdf
Tea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdf
 
Best Digital Expert Corporation of India
Best Digital Expert Corporation of IndiaBest Digital Expert Corporation of India
Best Digital Expert Corporation of India
 
Intelligent Cryptocurrency VIP Digital - Membership Area
Intelligent Cryptocurrency VIP Digital - Membership AreaIntelligent Cryptocurrency VIP Digital - Membership Area
Intelligent Cryptocurrency VIP Digital - Membership Area
 
Fantasy Cricket Apps: A New Viewpoint for Online Cricket Betting Apps
Fantasy Cricket Apps: A New Viewpoint for Online Cricket Betting AppsFantasy Cricket Apps: A New Viewpoint for Online Cricket Betting Apps
Fantasy Cricket Apps: A New Viewpoint for Online Cricket Betting Apps
 
Flyers, posters, booklets and brochures-3 (6).pptx
Flyers, posters, booklets and brochures-3 (6).pptxFlyers, posters, booklets and brochures-3 (6).pptx
Flyers, posters, booklets and brochures-3 (6).pptx
 
The BoF Brand Magic Index Volume Two — Preview.pdf
The BoF Brand Magic Index Volume Two — Preview.pdfThe BoF Brand Magic Index Volume Two — Preview.pdf
The BoF Brand Magic Index Volume Two — Preview.pdf
 
Unit 3 - Liberalization, Privatization & Globalization
Unit 3 - Liberalization, Privatization & GlobalizationUnit 3 - Liberalization, Privatization & Globalization
Unit 3 - Liberalization, Privatization & Globalization
 
The Majestic Salar de Uyuni A Natural Wonder of Bolivia.pptx
The Majestic Salar de Uyuni A Natural Wonder of Bolivia.pptxThe Majestic Salar de Uyuni A Natural Wonder of Bolivia.pptx
The Majestic Salar de Uyuni A Natural Wonder of Bolivia.pptx
 
Marketing Automation Insights - Unlocking Success
Marketing Automation Insights - Unlocking SuccessMarketing Automation Insights - Unlocking Success
Marketing Automation Insights - Unlocking Success
 
Licença Lotter Pro - Conheça o Certificado Oficial da Licença Lotter Pro.pdf
Licença Lotter Pro - Conheça o Certificado Oficial da Licença Lotter Pro.pdfLicença Lotter Pro - Conheça o Certificado Oficial da Licença Lotter Pro.pdf
Licença Lotter Pro - Conheça o Certificado Oficial da Licença Lotter Pro.pdf
 
Niche Analysis for Client Outreach Outside Marketplace.pptx
Niche Analysis for Client Outreach Outside Marketplace.pptxNiche Analysis for Client Outreach Outside Marketplace.pptx
Niche Analysis for Client Outreach Outside Marketplace.pptx
 
Killer Packaging | PrintAction
Killer Packaging | PrintActionKiller Packaging | PrintAction
Killer Packaging | PrintAction
 

Service marketing triangle

  • 1.
  • 2. Services are the processes and performances provided or co produced by one entity or a person for another entity or a person.
  • 4.
  • 5. The service triangle emphasizes three different coinciding elements. It includes internal marketing, external marketing and interactive marketing. The premise is that when companies take care of their employees, their employees are more likely to work diligently to take care of customers who were attracted to the company by external marketing.
  • 6. Here, “promise” means to assure the customer about the services that are being offered which will be provided to them in time and with same quality and quantity as mentioned.
  • 7. Internal marketing  in this we enable the promise.  here, we view employees as our internal customers and jobs and other programs as internal products.
  • 8. Company to Employees  It is also called internal marketing.  It is the part where the promise is enabled.  It involves training the employees, motivating them, teamwork programs, teaching them customer satisfaction techniques, etc.  The company shares its goals with its employees and communicate with them on a regular basis.
  • 9. External marketing  in this we set the promise.  it is performed to capture the attention of the market and interest of the customer towards our services.
  • 10. Company to Customers  This is also called external marketing.  It is the part where the promise is set.  It can also be said as marketing to end user.  It involves promotional activities, pricing strategies, etc.
  • 11. Interactive Marketing  This is where the promise is delivered.  This is the most important part of the service triangle, if the employee fails to deliver at this level then all the efforts made towards establishing a relationship with the customer would be wasted.
  • 12. Employees to Customer  This is also called interactive marketing.  It is the part where the promise is delivered.  Here, the goal is to have highly satisfied customers.  Effectiveness of interactive marketing is related to internal marketing.  Here, the employee interacts with the potential or existing customer.
  • 13. Today, market leaders are aware of the external threats and opportunities that boost up their business. They also know how to communicate with their clients and employees in order to achieve organizational goals. Service triangle has great importance and its components are essential in the success of any business. A well established business always follows the strategies of service marketing triangle.