People, process and physical evidence
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Flip to reveal answersWhy do services need 7 Ps instead of 4?
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Question
Why do services need 7 Ps instead of 4?
Answer
Services are intangible — three extra Ps (People, Process, Physical evidence) help build customer confidence.
💡 Hint
Intangible needs extra trust
Question
What is 'People' in the 7 Ps?
Answer
The staff who deliver the service — their skills, attitude and appearance shape customer experience.
💡 Hint
Staff skills + attitude
Question
Why do the extra 3 Ps build trust?
Answer
Services can't be tried before buying — People, Process and Physical evidence provide reassurance.
💡 Hint
Trust before purchase
Question
7 Ps = Product, Price, Place, Promotion + ___
Answer
People, Process, Physical evidence.
💡 Hint
P + P + PE
Question
What are the extra 3 Ps?
Answer
People, Process, Physical evidence — added to Product, Price, Place, Promotion for service businesses.
💡 Hint
People + Process + Physical evidence
Question
People = staff ___. Process = delivery ___. Physical evidence = tangible ___
Answer
Skills/attitude; systems/steps; quality clues (decor, uniforms, website).
💡 Hint
Skills, systems, clues
Question
What is 'Process' in the 7 Ps?
Answer
The systems and steps used to deliver the service — smooth processes = happy customers.
💡 Hint
Systems for delivery
Question
For service businesses, customer experience IS the ___
Answer
Product — the way the service is delivered IS what the customer is buying.
💡 Hint
Product
Question
Essential for ___ businesses where the experience IS the product
Answer
Service — hotels, airlines, restaurants, schools, etc.
💡 Hint
Service
Question
What is 'Physical evidence' in the 7 Ps?
Answer
Tangible clues showing service quality — decor, cleanliness, uniforms, website design, packaging.
💡 Hint
Tangible quality clues
Question
Small details like clean toilets and fast wifi can ___
Answer
Make or break a service business — physical evidence shapes perception.
💡 Hint
Make or break
Question
Why can't customers judge services before buying?
Answer
Services are intangible — you can't touch or see them. The extra Ps provide clues about quality.
💡 Hint
Can't see or touch
Question
The 7 Ps = 4 Ps + ___
Answer
People, Process, Physical evidence.
💡 Hint
PPP
Question
Give examples of 'Process'
Answer
Online booking systems, check-in procedures, delivery tracking, appointment scheduling.
💡 Hint
Booking, check-in, tracking
Question
The extra Ps build ___ and help ___
Answer
Trust (before buying) and differentiation (from competitors).
💡 Hint
Trust + differentiation
Question
If the case study is a service business, you MUST discuss ___
Answer
People, Process and Physical evidence — not just the basic 4 Ps.
💡 Hint
Extra 3 Ps
Question
Quick: A messy restaurant sends what message?
Answer
Poor quality — physical evidence shapes customer perception before they even taste the food.
💡 Hint
Bad physical evidence
Question
The 3 extra Ps help service businesses ___ from competitors
Answer
Differentiate — unique staff, smooth processes and distinctive environment set you apart.
💡 Hint
Differentiate
Question
Luxury hotel example using all 3 extra Ps?
Answer
Friendly trained staff (People), seamless online booking (Process), elegant decor + quality toiletries (Physical evidence).
💡 Hint
Staff + booking + decor
Question
Which type of business MUST use 7 Ps?
Answer
Service businesses — hotels, schools, airlines, restaurants, banks, etc.
💡 Hint
Service businesses
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Full study notes for People, process and physical evidence
Topic 4.5 hub
The seven Ps of the marketing mix
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