Week 11: Marketing Services

This week, we talked about services that businesses offer to their consumers and suppliers. I had first hand experience over Thanksgiving Break when I was in California. My Grandma recently bought a brand new Lexus and took it in for a routine check-up and oil change at the Lexus dealership. A few hours later, we went back to pick up her vehicle and the car had an oil stain on the carpet, wasnt vacuumed and wasnt washed. Usually, with luxury dealerships such as Lexus, they wash, vacuum and wash the windows after they service your vehicle. My Grandma was very upset, and there was a great deal of GAP ANALYSIS involved. My Grandma expected a high-quality service experience from Lexus and that's not what she recieved.

This was a first-hand experience that made me think of Marketing 360 over Thanksgiving Break. What we learn in this class really does affect your views on marketing and businesss' actions.