Service Marketing

Introduction :

According to “Fisk and Tansuhaj” (1985), there are 10 categories of aid: healthcare service, hospitality, travel and tourism, education and research, telecommunication…
I would care to choose as categories of service, the travel and more precisely: “Easyjet”.

Firstly, I will talk about the 5 characteristics of service (EasyJet), and second to finish, I will talk about the 7P’s of this airline

Characteristics of service

▪ intangibility:

According to Lovelock the notion of intangibility arises because the client or node spatenot judge the quality of the product before actually obtaining it.

work on now, Easyjet is a part of the most intangible airlines, especially because of its inexpensive orientation. Here are some of the facts which make Easyjet’s service intangible:
- Internet booking system: the guest books his flight of stairs from his home on his computer. Once booked he wholly receive a confirmation by Email. He cannot tie in anything tangible.

- During the flight, nothing else is included in the travel price: the customer pays for the transportation service only.





- afterward the flight you get covert your luggage and go a agency without any additional products

After that, Easyjet service can be more tangible thank to the call-centre, to the airport staff, to the website (precise and illustrative), and thanks to the extra sales. Indeed, advertising is a way to convey the service more intangible because customers have a visual display of the service quality. Concerning the internet forum, people can see the different critics and experience of the other customers which will give them to get an opinion.

Howerver, Easyjet could be more tangible if they would, for example: displace flight tickets by mail, allocate preferred seat for for each one passenger (the customers have the feeling to pay for his own seat)…
just these ideas have a high operating...If you want to get a full essay, order it on our website: Ordercustompaper.com



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