-Service Product Bundle:
The service product bundle consists of explicit services, implicit services, and facilitating goods. Walmart being in the retail as well as grocery business lacks partially in the services end of the product bundle. Walmart's merchandise is defined as the actual facilitating goods in the product bundle. The implicit service can be the satisfaction derived from the monetary savings achieved by purchasing their products as well as having particular needs satisfied. The explicit service is the most difficult to clearly define but in a Super-Walmart's case (meaning having groceries) tangible services can be having meats, sandwiches, etc. prepared at the deli. Also included can be having knowledgeable staff located in the store to assist customers. Most of Walmart's hardware departments offer paint mixing or blending as well as key cutting services both can be considered explicit services. The book depicts businesses such as these as being about ninety to ninety five percent goods and five to ten percent services.
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ReplyDeleteWhen looking at Wal-Mart as a service, it is very standardized; just like many of the other retail stores. You go into the store, or go online, find your items, than proceed to checkout. There is not deviation from this process. There customer service department could be considered standardized or semi-standardized though. If you need help in Wal-Mart, than you go to customer service. Once there you work with an individual on solving your problem. This is where the semi-standardized process comes into play. If you have an item that you want to return, they than give you a couple of options, such as cash back, store credit, a direct exchange, etc. From a broader perspective, though, this could seen as a standardized process because there are only a couple of options that they are able to give you, to assist you; and every time you need customer service they will not deviate from these policies.
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