Service logic (G)

Services (G)

Hidden services (G)

Commodities (P&G)

Commoditization (P&G)

Goods (P&G)

Experiences (P&G)

Two service quality dimensions (G)

Technical service quality (G)

Functional service quality (G)

Servicescape quality (G)

Servicing (G)

Servicequal (G)

Line of visibility (G)

THEME-ing (P&G)

Customization (P&G)

Mass customize (P&G)

Transformation (P&G)

Enabling (G)

word of mouth (G)

Moment of truth (G)

Active relational model (?)

Total perceived service quality (G)

Internal marketing (G)

Empowerment (G)

Gap analysis (?)

Five components of a theme (P&G)

mass customization (P&G)

Characteristics of service (G)

Service product (G)

types of expectations (G)

Fuzzy expectations (G)

Explicit expectations (G)

Implicit expectations (G)

Employee branding (G)

Experienced based service (P&G)

ING the thing

Experience realms (P&G)

experience realm
Entertaining (P&G)

experience realm
Esthetic (P&G)

experience realm
Educational (P&G)

experience real
Escapist (P&G)

Transactional mode (?)

Active relational mode (?)

Passive relational mode (?)

Part time marketers (?)

Six dimensions of fee (P&G)

3S-Model
customer satisfaction (P&G)

3S-Model
customer sacrifice (P&G)

3S-Model
staging customer surprise (P&G)

3S-Modell
Customer surprise (P&G)

Approaches to customization
Transparent customization

Approaches to customization
Collaborative customization

Approaches to customization
Adaptive customization

Approaches to customization
Cosmetic customization

customer suspense (P&G)

4 forms of theater (P&G)

six dimension of overall impression (P&G)

cues (P&G)

Four parts of
Enactment model (P&G)

Enactment model
Drama (P&G)

Enactment model
Script (P&G)

Enactment model
Theater (P&G)

Enactment model
Performance (P&G)

Demand for service perspectives (G)

Service perspective (G)

Service competition (G)

Service from companies perspective (G)

Service from customers' perspective (G)

Consumption of service (G)

Moment of truth (G)

Traditional management perspective (G)

Service management perspective (G)

Customer perceived value (G)

Quality of service (G)

Managing service quality (G)

Service recovery (G)

Managing a service offering (G)

Service branding (process) (G)

Social media (G)

Relationships (G)

Service pricing strategy (G)

Relational customer (G)

Marketing objectives and level of customer commitment (G)

Negatives of strong commitment (G)

Customer loyalty (G)

Assessing the value of loyal customer (G)

Service personell (G)

The service-brand-value triangle

The internal market (G)

Internal marketing (G)

Service system model (G)

Disintermediation (P&G)

Blurring boundaries of realms (P&G)

Experience orchestration (P&G)

A theme (P&G)

A motif (P&G)

Sensory stimuli (P&G)

Customer-unique-value (P&G)

Modularization (P&G)

Fully disclose (P&G)

Variety (P&G)

wear-out-factor (P&G)

Act of acting (P&G)

Four acting techniques (P&G)

Journaling (P&G)

Charting (P&G)

Relationship mapping (P&G)

Learning relationship (P&G)

Learning curve (P&G)

Collaborative customization (P&G)

Four forms of theater:
Improved theater (P&G)

Four forms of theater:
Platform theater (P&G)

Four form of theater:
Matching theater (P&G)

Four forms of theater:
Street theater (P&G)

Roles in production
Producer (P&G)

Roles of production
Directors (P&G)

Roles of production
Scriptwriter (P&G)

Roles of production
Technicians (P&G)

Roles of production
Stage crew (P&G)

Roles of production
Casting director (P&G)

Effectual transformation (P&G)

Sustain transformation (P&G)

Individual transformation (P&G)

Wisdom (P&G)