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Top Ten Concepts/ Philip Kotler

Top Ten Concepts/ Philip Kotler

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    D:\Agsb Subjects\Markma\My 10 Concepts D:\Agsb Subjects\Markma\My 10 Concepts Presentation Transcript

    • DESIGNING AND MANAGING SERVICES Michelle O. Libuit February 2010 Top 10 Concepts Chelsea C Human Biscuits Dora
    • Outline
      • Services distinguished (How)
      • Evaluating Services (How)
      • Distinctive Characteristics (What)
      • Categories of Service Mix
      • Marketing Strategies (How)
    • Outline
      • 6. Marketing Services ( How)
      • 7. Determinants of Service Quality
      • 8. Managing Service Quality
      • 9. Best Practices
      • 10. Customer Interface System
    • 1. Services Distinguished Distinction of service offerings.
      • Choices of process to deliver
      • Equipment or people based
      • Client’s presence
      • Personal or business need
      • Objective and ownership
      1 . Services Distinguished
      • Evaluating Service
      • Search Qualities
      Customer’s gauge for service quality.
    • 2. Evaluating Service
      • Experience Qualities
      • Evaluating Service
      • Credence Qualities
    • Intangibility Inseparability Perish ability Variability Greatly affect the design of marketing program.
      • Distinctive characteristics adds value to the product.
      • Distinctive characteristics adds value to the product.
      • Kotler – Ritz Carlton Hotel
      • Local – Cebu Pacific
      • Chelsea –
    • 4. Categories of Service Mix Tangible good Tangible good with accompanying service Major service with accompanying minor service Hybrid Service-value offerings. Pure Service
    • 5. Analysis, Formulation and Implementation of Strategies
      • Creating Strong Brands
        • Innovative, convincing personality image.
      Best Utility Pole.
      • Post sale service
        • Customer remain loyal.
      • Delighting Customers
        • The Best way to surpass expectation.
    • 5. Analysis, Formulation and Implementation of Strategies
      • Kotler – General Motors
      • Local – Call Center ( BPO)
      • Chelsea –
    • 6. Hollistic Marketing for Services External Marketing Internal Marketing Interactive Marketing Employees Customers Customers remain loyal. Chelsea
    • 6. Holistic Marketing for Services
      • Kotler – Singapore Airlines
      • Local – The Secret of Toyota’s Success
      • Chelsea –
    • 7. Determinants of Service Quality Service dimension would be deemed satisfactory.
      • Responsiveness
      • Assurance
      • Reliability
    • 7. Determinants of Service Quality
      • Empathy
      • Tangibles
    • 7. Determinants of Service Quality
      • Kotler – Singapore Airlines
      • Local – Realty Industry
      • Chelsea –
    • 8. Managing Service Delivering a high service quality.
      • Results in customer satisfaction
      • Achievement of goals
    • 8. Managing Service
      • Kotler – Ritz Carlton Hotel
      • Local – Araneta Center’s “Walk the talk”
      • Chelsea –
    • 9. Best Practices of Service-Quality Management
      • Strategic Concept
      • Top management commitment
      • High Standards
      • Self Service Technologies
    • 9. Best Practices of Service-Quality Management
      • Kotler – Rackspace
      • Local – Araneta Center’s “Walk the talk”
      • Chelsea –
    • 10. Customer Interface System
      • Physical Presence and Appearance
      • Cognition
      • Emotion or Attitude
      • Connectedness
    • 10. Customer Interface System
      • Kotler – Gethuman.com
      • Local – BPO’s
      • Chelsea –
    • Summary
      • Services distinguished (How)
      • Evaluating Services (How)
      • Distinctive Characteristics (What)
      • Categories of Service Mix
      • Marketing Strategies (How)
    • Summary
      • 6. Marketing Services ( How)
      • 7. Determinants of Service Quality
      • 8. Managing Service Quality
      • 9. Best Practices
      • 10. Customer Interface System
    • DESIGNING AND MANAGING SERVICES Michelle O. Libuit February 2010 Top 10 Concepts Chelsea C Human Biscuits Dora