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Pritam Saha
Pritam Saha
EducationBusiness
1 of 17
Chapter 12 Services Marketing and Customer Relationships Sommers  Barnes Ninth Canadian Edition Presentation by Karen A. Blotnicky Mount Saint Vincent University, Halifax, NS Copyright © 200 1 by McGraw-Hill Ryerson Limited
Chapter Goals ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 -
The Nature of Services ,[object Object],[object Object],[object Object],12 -
Goods and Services Continuum ,[object Object],[object Object],[object Object],[object Object],12 -
12 - Canned foods Ready- made clothes Auto- mobiles Draperies, Carpets Rest- aurant meals Repairs: auto, house, landscaping Air travel Insurance, Consulting, Teaching MOSTLY GOODS MOSTLY SERVICES The Goods-Services Continuum
Importance of Services ,[object Object],[object Object],[object Object],[object Object],12 - Copyright © 1998 by The McGraw-Hill Companies, Inc.
Characteristics of Services ,[object Object],[object Object],[object Object],[object Object],[object Object],12 -
Strategic Services Management ,[object Object],[object Object],[object Object],[object Object],12 -
Strategic Product Implications ,[object Object],[object Object],[object Object],[object Object],12 -
Managing Service Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 -
Pricing Services ,[object Object],12 - ,[object Object],[object Object],[object Object],[object Object]
Distribution of Services ,[object Object],[object Object],[object Object],[object Object],12 -
Promotion of Services ,[object Object],[object Object],[object Object],[object Object],12 -
Four Rs of Service Marketing ,[object Object],[object Object],[object Object],[object Object],12 -
The Changing Environment for Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 -
Other Considerations in Marketing Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 -
Future Service Profitability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 -

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9fms pp12

  • 1. Chapter 12 Services Marketing and Customer Relationships Sommers  Barnes Ninth Canadian Edition Presentation by Karen A. Blotnicky Mount Saint Vincent University, Halifax, NS Copyright © 200 1 by McGraw-Hill Ryerson Limited
  • 2.
  • 3.
  • 4.
  • 5. 12 - Canned foods Ready- made clothes Auto- mobiles Draperies, Carpets Rest- aurant meals Repairs: auto, house, landscaping Air travel Insurance, Consulting, Teaching MOSTLY GOODS MOSTLY SERVICES The Goods-Services Continuum
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.