Executive Summary 2
Introduction 4
Methodology used 4
Target Market 5
Service Product 6
Place 13
Branding of the place 14
Positioning of the place 14
Promotion 14
a)Reliability/Fulfilment 17
b) Web Site Design 17
c) Security/Privacy 18
d) Customer Service 18
e) Service Recovery& Word-of-mouth promotions: 18
Pricing 19
People 21
Process 22
Physical Evidence 24
Communication of Ser.....