People, Processes and Physical Evidence

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People

• having the right staff e.g. customer service, product knowledge
• Well-trained staff

Processes

• The consumer’s total experience of buying the product from research to experiencing the benefits of the purchase.

Physical evidence

• the environment in which the service is delivered g. how staff look and act, shop layout, product packaging

Extract from Business Studies Stage 6 Syllabus. © 2010 Board of Studies NSW.