But resources is easiest to get our heads around. There’s always a big line to check out.The interaction between customer and system is critical to build the service brand. The system was working excellently, but it was creating friction between the employees and the system.Both, Employee motivation, and the empowerment of employees depends on the type of system you hand over to your employees. !In one of the consumer durable companies i know, the systems were top of the line, but they had so many processes with regards to outstanding and inventory, that a simple order processing took 20 minutes. Though that enabling will come from both the hirer and the worker themselves.Secondly, we need to consider automated systems, bots and Artificial Intelligence, and so on. Or imagine a service center, where although you have entered a grievance, the employee is not getting your complaint and hence not calling you. The interplay between these corners creates three forms of marketing that can be thought of as subsets of your overall service marketing plan. There are companies which are high in the customer satisfaction index, just because their employees are well-trained and are empowered to take their own decisions. This might be a little strange, you think. We will look at each of these interactions in detail, and also read on how to market to your customer based on the interaction.There are 6 main relationships in the Service triangle. Organizations use a variety of. More importantly, these employees are ingrained with the habit that “Customer is king”.Once your employees starts treating the customer as if they are really king, the whole service triangle gets completed, and you will get the best results from all processes employed. Ultimately it was a tedious process.However, due to advanced systems, nowadays you can not only transfer money to others sitting at home, you can practically do 80% of the banking work sitting at home from your laptop. If the systems are very good and your employees are able to make good use of it, you will get very happy and satisfied customers.6) The most important relationship in the service triangle: Employee to CustomersThe employee to customer interaction is also known as the “moment of truth” or “critical incidents”. company wants the strongest service performers. In fact, Grönroos later defined service similar to that shown in Figure 2.I propose that we consider employee in the wider sense of service provider elements. Taking the same example of banking systems above, it is surprising that even today when you go to a bank, there is a queue. That is to say;Now we talk about employees (in the wider sense), products/goods, and systems that are enabled by the company and deliver the promise to the customer.And so, we update the service marketing triangle as shown in Figure 2.But let’s look at why we would include these groups.We should have a broader definition of employees. For this buying, they are communicating various service advantages which the customers have.Communication of the service strategy to customers is important to build the trust of customers and hence to convert the customers to be loyal to the company.Another important relationship in the service triangle is that between the company and the employees. These are, you could say, the electronic employees of the organisation.

Imagine your bank in the 1960’s where everything was done by paper. The Services Triangle: A Key Concept for Marketing Intangibles. Take the car you might hire. You, as a customer, will land up with the poorest services.Hence, training employees, building value and trust, and empowering employees are some of the ways that the company can make their employees a positive influencing force for the customers.To keep customers happy, efficient and productive systems need to be developed. The company has promised luxury and comfort; but if you get a rusting heap that breaks down 10 minutes into your journey, you will not be happy.Goods are similar to resources – in that they transport service from one place to another, and/or you use them to perform a self-service.