The Services Marketing Triangle

The Services Marketing Triangle is a framework that shows how organizations deliver quality service by aligning three key groups: the company leadership (internal marketers), the employees who interact with customers (service employees), and the customers themselves. The top of the triangle represents the company's external marketing efforts aimed at attracting customers. The bottom left involves internal marketing, where the company trains and motivates employees to deliver the promised service. The bottom right focuses on interactive marketing, where employees engage directly with customers to fulfill their expectations. Proper coordination among these groups ensures consistent, high-quality service.