Characteristics of Service and Challenges in Service Marketing for Lufthansa Airlines

Running Head: SERVICE MARKETING 0
SERVICE
MARKETING
System04121
5/16/2019

SERVICE MARKETING 1
Contents
Introduction................................................................................................................................2
1. Characteristics of service....................................................................................................2
 Intangibility:....................................................................................................................2
 Perishability:...................................................................................................................2
 Variability:......................................................................................................................2
 Lack of ownership:..........................................................................................................2
 Inseparability:..................................................................................................................2
2. Challenges in services for the airline industry/ Lufthansa airlines.....................................3
 Security in the sky:..........................................................................................................3
 Passenger comfort:..........................................................................................................3
3. Ways to overcome the challenges faced by the Lufthansa airlines:...................................3
 Clear communication:.....................................................................................................3
 Empathy:.........................................................................................................................3
 Patience:..........................................................................................................................4
 Social media savvy:.........................................................................................................4
Conclusion..................................................................................................................................4
REFERENCES...........................................................................................................................5

SERVICE MARKETING 2