Chapter 5. Distributing Services through Physical and Electronic Channels

Learning Objectives

By the end of this chapter, the reader should be able to:

Image LO 1 Know the four key questions that form the foundation of any service distribution strategy: What? How? Where? and When?

Image LO 2 Describe the three interrelated flows that show what is being distributed.


LO 3 Illustrate how services can be distributed using the three main options.

LO 4 Explain ...

Get Essentials of Services Marketing, Second Edition now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.