The following presentation was an area I studied for both my undergrad and masters. During my time in NUIG I had a particular interest in service marketing; this may have been because I came from a family in the hotel industry. I found it intriguing and more of a challenge.
Thankfully at one stage during my Masters we came up against the topic again after studying the Laura Ashley case study. The case study was based on 'relationship marketing'. The angle we took here was to demonstrate through the 'servuction model', how what happens behind the 'scenes' can be just as important as what is visible to the customer/clients eye i.e. frontstage.
The presentation illustrates the servuction model in its modest form. If your in the service industry, have a look to through the slides. Ironically it may help you visualize what happens backstage in a business and how it can be imperative to the frontstage results!
