The Marketing Gap

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This presentation deals with a Marketing Paradox:
Whether Marketing concept and philosophy states that “the customer is the King”
why treats him like
“a deaf, blind and mute sleeping beauty” ?

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  • The Marketing Gap

    1. 1. Thoughts about THE Marketing Gap The King is Dead Long Live the King!
    2. 2. <ul><li>Whether M arketing concept and philosophy states that </li></ul><ul><li>“ the customer is the K ing ” </li></ul><ul><li>why treats him like </li></ul><ul><li>“ a deaf , blind and mute sleeping beauty ” ? </li></ul>I Dare THE Question
    3. 3. <ul><li>While customers establish the totality of marketing criteria*, the responsibility of interpreting those criteria lies with the service provider. </li></ul><ul><li>But that these viewpoints will always be distinct (Johns, 1999). </li></ul>The Marketing Paradox (*) i.e., segmentation, targeting, quality and evaluation
    4. 4. <ul><li>Hence, the majority of services marketing scholars nowadays vote for an interpretative ontology in consumer research. </li></ul><ul><li>Since customer defines marketing concepts, the measurement and assessment of those concepts should be based on the customer himself. </li></ul>Interpret me if you can!
    5. 5. <ul><li>Marketing researchers and managers should integrate the experience of the customer as a standard </li></ul><ul><li>The future lies in understanding the consumer, his experiences and his evaluations. </li></ul>But What That Means?
    6. 6. <ul><li>In its simplest and basic form is about marketers and providers understanding the demographic profile of the customer. </li></ul><ul><li>If not, then there is a GAP </li></ul><ul><li>Let’s see an example… </li></ul>But What That Means for Marketers ?
    7. 7. Does this Gap Really Exist ? The Gap between real demographic profile of visitors and tourism providers’ perceptions of this profile
    8. 9. While they were sleeping or The Movie
    9. 10. Gap = visitors’ demographic profile – providers’ estimate of tourists’ profile Ho: there is no difference between tourists’ actual profile and providers’ estimate of tourists’ profile Schematically the GAP
    10. 11. Research Field
    11. 12. <ul><li>An ancient Greek religious site dating back 10 centuries B.C. </li></ul><ul><li>The birth-place of the Olympic Games. </li></ul><ul><li>The location of giant gold Statue of Zeus, one of seven wonders of the world </li></ul><ul><li>Place where Olympic flame is still lit </li></ul><ul><li>An UNESCO Heritage Site </li></ul><ul><li>It hosts one of the masterpieces of ancient Greek art, Hermes of Praxiteles. </li></ul>Ancient Olympia, Greece
    12. 13. Research methodology Nationality, age, gender, education, income Variables 76, 5% response rate 71% response rate Questionnaire Collection Inventory method Two stages Random sampling Sampling Personal interview using structured questionnaire Personal interview using a questionnaire in 6 languages Data collection method 2 months Period 95 268 Sample size Lists of the local chamber of commerce. Owners or managers. National and international tourists, 15+ years old. Samples PROVIDERS SURVEY TOURISTS SURVEY
    13. 14. Were they sleeping? Res ults
    14. 15. Res ults Visitors’ actual demographic profile Providers’ estimate of visitors’ profile
    15. 16. These are destination’s tourists Providers market for these tourists Res ults … what that means ? but…
    16. 17. Res ults Visitors’ actual demographic profile Providers’ estimate of visitors’ profile
    17. 18. Res ults … what that means ? These are destination’s tourists Providers market for these tourists but…
    18. 19. Res ults Visitors’ actual demographic profile Providers’ estimate of visitors’ profile
    19. 20. Res ults … what that means ? These are destination’s tourists Providers market for these tourists but…
    20. 21. Res ults Visitors’ actual demographic profile Providers’ estimate of visitors’ profile
    21. 22. Res ults … what that means ? These are destination’s tourists Providers market for these tourists but…
    22. 23. British Female Young (19-39) holds a university degree monthly income exceeds 3.000 euros. French Male Older uneducated Poorer that he really is. Res ults Outline The REAL Tourist of Olympia The PERCEIVED Tourist of Olympia
    23. 24. The REAL Tourist of Olympia
    24. 25. The PERCEIVED Tourist of Olympia
    25. 26. False perceptions might lead to ineffective decision making for marketing segmentation, positioning and marketing mix formulation. OK, this Gap exists, so what?
    26. 27. <ul><li>Importance of dyadic and timely research </li></ul><ul><li>Useful tool for management in order to propose an ‘integrated solution’ to customers. </li></ul><ul><li>In line with the notion of ‘co-creation marketing’ , where it is essential for the reality perceptions of both parties to be amply synchronized. </li></ul>Gap Contribution
    27. 28. Wear your customer’s glasses and see the World!
    28. 29. Thank you!

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