Bec1601 What Are Services
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The document discusses the key aspects of services. It defines services as deeds, processes, and performances, such as repair and maintenance services, consulting services, and training services. Customer service involves answering questions, taking orders, handling complaints, and repairs for building customer relationships. Services are intangible and involve the transfer of intangible benefits to customers. Marketing services is different than marketing products, as services have more variables in the marketing mix and operations are more closely linked to marketing. The customer experience is a major difference, as people tend to buy services from people they like.
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Topic 1- Introduction to Service Marketing 10 October 2023.pptx
Dr. Gobinda Roy gave a presentation on service marketing at the International Management Institute Kolkata. The presentation discussed how IBM shifted from manufacturing to providing services like IT consulting and support. It explained that services now dominate economies worldwide. The service sector contributes over half of India's GDP and employment. The presentation defined services as intangible deeds or performances provided to customers. It noted several characteristics that distinguish services from goods, such as intangibility, heterogeneity, simultaneous production and consumption, and perishability. The marketing mix for services (the 7 Ps) was also introduced, which includes product, price, place, promotion, people, physical evidence, and process.
Office management
Office communication involves transmitting information between individuals or groups within an organization using various methods. Effective communication is important for an organization's success as it allows managing staff, decision making, and controlling behavior. Communication also helps socialize employees and influence attitudes. The primary functions of an office are internal and external communication, as the office serves as the central hub for information flow.
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This document provides an overview of key concepts in services marketing. It begins by discussing IBM's shift from manufacturing to services, with services now accounting for over half of IBM's revenues. The document then defines what services are and distinguishes between service industries, services as products, customer service, and derived services. It also discusses the tangibility spectrum and trends in the service sector. The rest of the document covers why services marketing is important given the rise of service economies and customers demanding solutions. It then discusses the differences between goods and services marketing and highlights characteristics of services like intangibility. Finally, it introduces the expanded services marketing mix framework which includes people, physical evidence, and processes in addition to the traditional 4Ps.
Introduction to services
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Services Marketing
The document summarizes key differences between two major IT companies - Infosys and IBM. It provides an overview of their offerings, revenues, and history. Infosys is an Indian IT services company founded in 1981 with $5 billion in annual revenues, while IBM is a larger American company founded in 1881 and generating $100 billion annually from a variety of products, software, and services. The document then discusses the services sector and challenges of services marketing.
IT Services
This document discusses how IT services can benefit various industries. It outlines five key ways that IT services support businesses: 1) They can improve industry growth by enabling better data analysis and decision making, increasing productivity and reducing costs. 2) They can help businesses address challenges by compiling data to identify trends and future risks. 3) They can lead to satisfied customers by automating tasks and providing efficient online services. 4) They allow for long-term planning through accurate forecasting based on reliable information. 5) They can strengthen competitive advantage by managing data and services to support decisions, customer service, and company development.
Services Marketing.pptx
The document discusses key concepts in services marketing. It begins by defining services and providing examples. It then distinguishes between goods and services. Key features of services are discussed, including intangibility, perishability, inseparability, heterogeneity, and simultaneity. The 7Ps marketing mix framework for services is introduced, comprised of product, price, place, promotion, people, physical evidence, and process. Relationship marketing and its goals and strategies are summarized. Finally, the document discusses market segmentation in services marketing.
chap001.pptx
This document provides an overview of key concepts in services marketing. It begins by defining services and explaining why services marketing is important given the growth of the services sector. It then discusses characteristics of services such as intangibility, heterogeneity, simultaneous production and consumption, and perishability. The marketing mix for services, known as the 7Ps, is also introduced, which expands the traditional 4Ps to include people, physical evidence, and process. The document provides examples to illustrate services marketing concepts and challenges facing services marketers due to the unique characteristics of services.
UNIT 1 - Marketing.pptx
This document discusses the key concepts of service marketing. It begins by defining service marketing as promoting and selling intangible goods and services, as opposed to tangible products. It then explains the importance of studying service marketing. The rest of the document outlines the characteristics of services, such as intangibility, inseparability, variability, and perishability. It categorizes services into four broad categories based on how they are processed: people processing, possession processing, mental stimulus processing, and information processing. The document also discusses the 7Ps of marketing framework (product, price, place, promotion, people, process, and physical evidence) in the context of services. Finally, it explains why service marketing can be more difficult than product marketing
1st Chapter Service Management
This document provides an overview of service management. It begins by defining what constitutes a service and management. It then defines service management as connecting a company's sales to customers. The goals of service management are to maximize complex service supply chains and reduce costs. It discusses the supply chain and classifications of services. It also covers characteristics of services, service encounters, service blueprints, the GAP model, and the marketing mix as applied to services. Finally, it discusses functions of service management including marketing objectives, planning, organizing, coordinating, directing, controlling, staffing, and analysis/evaluation.
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This document discusses key aspects of services marketing. It begins by defining services and noting their intangible nature. It then outlines four characteristics unique to services: intangibility, inseparability, variability, and perishability. The document goes on to explain different types of services marketing, including internal, external, and interactive marketing. It emphasizes the importance of employee and customer satisfaction for business success. Finally, it covers differentiating services, managing service quality, and improving service productivity.
Challenges Of Service Marketers In Changing Business Environment
The document discusses the challenges faced by service marketers in a changing business environment. It outlines traditional challenges like intangibility, inconsistency, inseparability, and perishability of services. Modern challenges include managing the gaps between customer expectations and perceptions, setting standards due to customization, adopting a 4th dimensional approach, managing social media, dealing with prosumer customers, transitioning from mass to niche marketing, and managing interactive markets. The document concludes that service marketers must learn more about customers, be clear and authentic, create engagement programs, leverage social media, and address complaints to succeed in today's challenging environment.
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Services Marketing
This document provides an introduction and overview of services marketing. It discusses how services have become increasingly important in the global economy. It defines what services are, highlights some key features of services such as intangibility and inseparability, and discusses how these features necessitate distinct approaches to marketing services. It also covers various ways of classifying services and some common problems in marketing services. Finally, it discusses important aspects of services marketing such as service design, forms of measuring service capacity, and techniques like blueprinting and service mapping.
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This document provides an overview of services marketing. It begins by defining what services are and discusses the key service sectors. It then explains why services marketing is important given the growth of the service economy. The document outlines some of the key characteristics of services compared to goods, such as intangibility, inconsistency, perishability, and the simultaneous production and consumption of services. It also discusses the four factors known as the "4 Is" that distinguish services - intangibility, inconsistency, inventory, and inseparability. The document provides examples of different service industries and purchases. It examines the size and growth of various industry sectors. Finally, it discusses some of the challenges involved in services marketing and principles of service experience design.
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This document defines key terms and concepts in operations management. It begins by defining operations management as the management of systems or processes that create goods and/or provide services.
It then discusses the basic functional areas of business organizations - finance, marketing, and operations. Finance is responsible for securing financial resources, marketing is responsible for assessing consumer needs and promoting goods/services, and operations is responsible for producing goods and providing services.
The document also defines goods as physical items produced by businesses and services as activities that provide time, location, form, and psychological value. It provides examples of similarities and differences between delivering goods versus services, such as the degree of customer contact, labor content, and ability to be stored.
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The document discusses the basics of service marketing. It defines services as acts or efforts that provide a solution to customers' problems. Services are characterized as intangible, heterogeneous, produced during customer interaction, and perishable. The growth of the service sector is driven by factors like innovation, social trends, and the knowledge economy. Services play an important role in economies and can be classified based on their type and degree of interaction/customization. Technology is also changing how customers interact with service providers.
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This document discusses applying marketing theory to surface treatment services. It notes that while classic marketing techniques developed for consumer goods can be effective, services require consideration of specific factors. It defines services as performances that are intangible, inseparable from their providers, variable, and perishable. To effectively market services, companies must "tangibilize" the intangible aspects, establish quality standards to address variability, optimize capacity utilization given perishability, and apply the "extended marketing mix" of 7Ps rather than 4Ps.
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D250e Turnaround Management 2
Restructuring is the corporate management term for partially dismantling and reorganizing a company to make it more efficient and profitable. It often involves selling parts of the company, staff reductions, changing management, outsourcing operations, and refinancing debt. When a company undergoes restructuring through mergers, acquisitions, or divestitures, it must adequately disclose these changes in its financial reporting so investors can understand if performance has truly improved compared to previous periods. Hindustan Lever and ICICI Bank are used as examples of Indian companies that have actively restructured in recent years through numerous mergers and acquisitions.
De955 Turnaround Management 1
1. The document discusses turnaround management for firms facing financial difficulties. It outlines three phases: diagnosis of trouble signs, choosing a turnaround strategy, and implementing changes.
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The document lists various warning signs that banks should look out for when evaluating businesses and projects. Management-related signs include lack of expertise, poor cost control, low capacity utilization, and improper management of inventory and receivables. Technology-related signs are adopting untested processes, obsolete technology, unsuitable equipment, and operating below capacity. Product-related risks are overestimating demand, slowing orders, changing suppliers frequently, and adopting obsolete distribution methods. Financial management signs are underestimating costs, inadequate working capital, improper financial controls, and negative trends in key indicators.
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