Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Service marketing ppt

505 views

Published on

Essential know how of service marketing industry.

Published in: Business
  • Be the first to comment

  • Be the first to like this

Service marketing ppt

  1. 1. SERVICE MARKETING BY, ASHWIN . JAIN KRITHIKA. NAYAK MAHENDRA
  2. 2. SERVICE Is an economic activity that creates value and provides benefits for customers for specific time, place Is a Technical after- sale function that is provided by the service Department. Service includes every interaction by any customer and anyone representing the company Dealers • Web site and any Salesperson e-channel interaction Customer Receptionists & schedulers • Billing and accounting personnel Management and executives • Service employees
  3. 3. • TYPES OF SERVICES • CORE/SERVICES :- a service that is the primary purpose of the transaction. e.g. lawyer fees,adminstrative fees( insurance policy, bank loan processing fees) • SUPPLEMENTARY SERVICES :- services that are rendered as a corollary to the sale of a tangible products.e.g home delivery options ( food restaurants, online shopping) SERVICE ORGANISATIONS • large international corporation's- airlines, banking , telecom, hotel chains , freight transportation • locally owned small business – restaurants , laundry ,taxi services, couriers . • b-2-b services • franchised service outlets- education , food
  4. 4. • 7 P’S OF SERVICE MARKETING
  5. 5. CHARACTERISTIC OF SERVICES • INTANGIBILITY • PERFORMED ACTIVITIES • INSEPARABILITY • HETEROGENEITY • PERISHABILITY • OWNERSHIP • ESSENTIALITY VERSUS POSTPONABILITY • INTERACTION BETWEEN SERVICE PROVIDER AND CONSUMER:
  6. 6. ISSUES BEFORE A SERVICE ORGANIZATION • PACKAGING • TOOLS & EQUIPMENT'S USED • CUSTOMERS • CONVENIENCE • NATURE OF SERVICE ESTABLISHMENTS • MANAGING PRODUCTIVITY • MANAGING SERVICE QUALITY

×