For decades, the 7Ps of the services marketing mix — Product, Price, Place, Promotion, People, Process, and Physical Evidence have provided managers with a practical framework for designing and delivering superior customer experiences. Originally developed to address the unique characteristics of services—intangibility, inseparability, heterogeneity, and perishability—the framework assumed that firms exercised considerable control over customer … Continue reading How have the 7Ps of Services Marketing evolved in the Digital Era: The 8 Ps →