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2. What are the five powerful forces transforming the service landscape, and what impact do they have on the service economy?

From

Cover of Essentials of Services Marketing, Second Edition

Note

Government policies- changes in regulations (Ban on smoking in restaurants, which improved customer comfort) social changes-rising consumer expectations of service quality and convenience- which has resulted in service staff being trained to deliver good service) , business trends- growth of franchising- chains face the challenge of maintaining consistent service standards worldwide), advances in info technology-growth of the net-new services are created to gather various sources of info and repackage to provide value to customers) and globalization- increased international travel- more services offered to more places; new travel options for business and pleasure- which impacted more services are provided by airlines, ferries and crui...