Advertisement/Public Relations
- How is the service proposition communicated by the service provider?
- How is the service proposition communicated by the service provider?
Tienen una pagina de internet, anuncios, comerciales, espectaculares y campanas publicitarias.
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Social Media
- Which pre-service information can people access through social media?
- Which pre-service information can people access through social media?
Facebook, twitter, goggle, youtube, linked in, four square, flicker.
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Word-of-mouth
- What do friends, colleagues and family actually communicate about the service and/or service provider?
- What do friends, colleagues and family actually communicate about the service and/or service provider?
Sus anuncios y campanas son muy hablados porque a la gente le gustan mucho. Hablan mucho acerca de la felicidad y tambien hacen reir en sus anuncios.
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Past Experiences
- Which experiences do people have with (similar) services and/or service providers?
- Which experiences do people have with (similar) services and/or service providers?
Toda la gente a probado alguna vez la coca. Es unproducto que se puede comprar en cualquier lugar y es barato.
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Service Journey
- Which touchpoints do customers experiences during the service journey?
- Which touchpoints do customers experiences during the service journey?
La mayoria de las veces es comprarla consumirla y disfrutarla.
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Customer Relationship Management
- How do the service provider follow-up with customers?
- How do the service provider follow-up with customers?
Si le dan mucho seguimiento. Quieren que su usuario siempre este contento por lo que su lema es acerca de la felicidad.
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Social Media
- What do customers communicate about the service and/or service provider through social media?
- What do customers communicate about the service and/or service provider through social media?
Muy buen servicio, es muy facil de conseguir. Hay maquinas de coca- cola por odas partes y lo venden en todos los súpers, abarrotes.
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Word-of-mouth
- What do customer tell their friends, colleagues and family about the service and/or service provider?
- What do customer tell their friends, colleagues and family about the service and/or service provider?
A la mayoria de las personas les parece que es muy rica la coca y que s epuede acompanar con todo.
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Expectations
- What are (potential) expectations towards the service and/or service provider?
- What are (potential) expectations towards the service and/or service provider?
Esperas que al tomarla sientas cierto placer de felicidad y que pases un buen momento al tomarla.
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Experiences
- What are the individual experiences customers have with the service and/or service provider during the service period?
- What are the individual experiences customers have with the service and/or service provider during the service period?
Tienes una buena experiencia, te sabe rico. El enbase es ergonomico a la mano y a la boca de la persona.
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Satisfaction/Dissatisfaction
- Customers individual assess the service by comparing service expectations with their personal service experiences
- Customers individual assess the service by comparing service expectations with their personal service experiences
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