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The importance of delivery processes in marketing a service and changes in these processes (AO3)


The process of buying a service influences whether the customer repeats that purchase. Cheerful, attentive and concerned staff may enhance the process or overcome problems, such as delays or queuing. If a customer enjoys excellent restaurant service, they may tell others and provide word-of-mouth promotion.
Processes in service marketing include:
  • waiting time
  • payment methods
  • speed and quality of delivery
  • additional services, e.g. after sales