When discussing strategies to market manufactured goods, marketers usually address four basic strategic elements: product, price, place (or distribution) and promotion (or communication). Collectively, these four categories are often referred to as the ‘4Ps’ of the marketing mix. However, the distinctive nature of service performances, especially such aspects as customer involvement in production and the importance of the time factor, requires that other strategic elements be included. To capture the nature of this challenge, we will be using the ‘8Ps’ model of integrated service management, which highlights eight decision variables facing managers of service organisations (see Table 1.4).