Choose two service companies with a different level of customers’ contact with the service operation (high-contact system vs low-contact system).
Critically analyse and compare these two companies regarding the following issues:a)Customers’ profiles, expectations and standards
b)The critical components of the servicequality for each of these two companiesc)The rationale of each company’s marketing mix (7Ps) decisions, with particular emphasis on the 3Ps of services (People, Processes, Physical Evidence).
Finally, based on your analysis,suggest how each of these companies can further improve theirservices.
