MG 220 Marketing Management
MBA 10
Fall 2010
Muhammad Talha Salam, Asst. Professor
talha.salam@nu.edu.pk
Access it online:...
Access it online: www.slideshare.net/talhasalam
Packaging, Labeling, Warranties,
Guarantees
Packaging
• All activities of ...
Access it online: www.slideshare.net/talhasalam
Packaging, Labeling, Warranties,
Guarantees
Labeling
• Labels perform seve...
Access it online: www.slideshare.net/talhasalam
The Nature of Services
What is a “service”
• Any act or performance that o...
Access it online: www.slideshare.net/talhasalam
The Nature of Services
Evaluating services
• How services can be evaluated...
Access it online: www.slideshare.net/talhasalam
The Nature of Services
Distinctive Characteristics of Services
• Intangibi...
Access it online: www.slideshare.net/talhasalam
Marketing Strategies for Service firms
Holistic Marketing for Services
• E...
Access it online: www.slideshare.net/talhasalam
Topics NOT included: Chap 13
Managing Service Quality
Managing Service Bra...
MG 220 Marketing Management
MBA 10
Fall 2010
Muhammad Talha Salam, Asst. Professor
talha.salam@nu.edu.pk
Access it online:...
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Session 22 mg 220 mba - 28 oct 10

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Session 22
MG 220 Marketing Management
MBA 10

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Session 22 mg 220 mba - 28 oct 10

  1. 1. MG 220 Marketing Management MBA 10 Fall 2010 Muhammad Talha Salam, Asst. Professor talha.salam@nu.edu.pk Access it online: www.slideshare.net/talhasalam Part 5: Shaping the Marketing Offerings > Packaging, Labeling, Warranties & Guarantees > The Nature of Services > Marketing strategies for service firms Class Presentation | Session 22 | 28 Oct 2010
  2. 2. Access it online: www.slideshare.net/talhasalam Packaging, Labeling, Warranties, Guarantees Packaging • All activities of designing and producing the container for a product Packaging as a Marketing Tool • Self Service • Consumer Affluence • Company and brand image • Innovation opportunity • To achieve marketing objectives of brand, and satisfy desires of customer, the aesthetics and functional components of packaging must be chosen correctly. • After designing, packaging is tested with: – Engineering tests – Visual tests – Dealer tests – Consumer tests MG 220 Marketing Management 2
  3. 3. Access it online: www.slideshare.net/talhasalam Packaging, Labeling, Warranties, Guarantees Labeling • Labels perform several functions: – Identifies the product or brand – Grade the product – Describe the product – Promote the product • Labels eventually become outdated and need freshening up Warranties & Guarantees • Legal responsibility of seller: Fulfilling a buyer’s normal or reasonable expectations. • Warranties are formal statements of expected performance by manufacturer • Products under warranty can be replaced, repaired or even refunded • Guarantees reduce a buyer’s perceived risk and suggest that product is of high quality and company and its services are dependable. Two situations where guarantees are highly effective: – Where company is a new entrant – Where product quality is superior to the competition MG 220 Marketing Management 3
  4. 4. Access it online: www.slideshare.net/talhasalam The Nature of Services What is a “service” • Any act or performance that one party can offer to another that is essentially intangible and does not result in ownership of anything. Its production may or may not be tied up with a physical product • Categories of Service Mix – Pure tangible good • FMCG products – Tangible good with accompanying services • Cars, computers – Hybrid • Restaurants – Major service with accompanying minor goods and services • Air Traveling – Pure service • Lawyer, Tax consultant MG 220 Marketing Management 4
  5. 5. Access it online: www.slideshare.net/talhasalam The Nature of Services Evaluating services • How services can be evaluated compared to products MG 220 Marketing Management 5
  6. 6. Access it online: www.slideshare.net/talhasalam The Nature of Services Distinctive Characteristics of Services • Intangibility – To reduce uncertainty because of intangibility, buyers look for evidence of quality – Service provider’s task is to: manage the evidence and tangibilize the intangible • Inseparability – Provider is part of service – Service is considered to be provided specifically by a certain provider • Variability – Invest in good hiring and training procedures – Standardize the service-performance process throughout the organization – Monitor customer satisfaction • Perishability – Services are not perishable but due to demand fluctuations, service providers can face problems – They need to come up with alternates to respond to these fluctuations MG 220 Marketing Management 6
  7. 7. Access it online: www.slideshare.net/talhasalam Marketing Strategies for Service firms Holistic Marketing for Services • External marketing describes the normal work of preparing, pricing, distributing and promoting the service to customers • Internal marketing describes training and motivating the employees to serve customers well • Interactive marketing describes employees’ skills in serving the client i.e. delivering the service. It has two key components: technical quality and functional quality MG 220 Marketing Management 7
  8. 8. Access it online: www.slideshare.net/talhasalam Topics NOT included: Chap 13 Managing Service Quality Managing Service Brands Managing Product Support Services MG 220 Marketing Management 8
  9. 9. MG 220 Marketing Management MBA 10 Fall 2010 Muhammad Talha Salam, Asst. Professor talha.salam@nu.edu.pk Access it online: www.slideshare.net/talhasalam Part 5: Shaping the Marketing Offerings > Understanding Pricing > Setting the Price > Quiz 6: Chap 9, 13/ed. Or Chap 11, 12/ed. Class Presentation | Session 23 | 1 Nov 2010
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