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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]
The Nature of Services ,[object Object],[object Object],[object Object]
Goods and Services Continuum ,[object Object],[object Object],[object Object],[object Object]
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],Copyright © 1998 by The McGraw-Hill Companies, Inc.
Characteristics of Services ,[object Object],[object Object],[object Object],[object Object],[object Object]
Strategic Services Management ,[object Object],[object Object],[object Object],[object Object]
Strategic Product Implications ,[object Object],[object Object],[object Object],[object Object]
Managing Service Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Pricing Services ,[object Object],[object Object],[object Object],[object Object],[object Object]
Distribution of Services ,[object Object],[object Object],[object Object],[object Object]
Promotion of Services ,[object Object],[object Object],[object Object],[object Object]
Four Rs of Service Marketing ,[object Object],[object Object],[object Object],[object Object]
The Changing Environment for Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Other Considerations in Marketing Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Future Service Profitability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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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
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  • 5. 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
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