Defensive Marketing
Hubungan antara jasa dan
profitabilitas
MARKET PROFITS
SHARE
REPUTATION
SERVICE SALES
PRICE
PREMIUM
Offensive Marketing
Sumber: Zeithalm dkk (2013, hal 477)
Hubungan antara jasa dan
profitabilitas
Customer Customer
Attribute Profit
Satisfaction Retention
Keuangan
Pelanggan
Bisnis internal
Pertumbuhan dan pembelajaran
Perspektif Balanced
Scorecard