Marketing services
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This document discusses marketing services and improving service quality. It defines services as intangible acts that do not result in ownership. Services are characterized by intangibility, inseparability, variability, and perishability. The document outlines factors like physical evidence, people, and processes that influence service delivery. It also discusses matching demand and supply to address perishability and standardizing processes to reduce variability. Different types of marketing for services are described. Models for evaluating service quality and its determinants are provided. Best practices for strategic concepts, top management commitment, and monitoring systems to improve service quality are recommended.
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The document discusses key aspects of marketing services. It covers distinguishing characteristics of services, ways to increase quality control, matching demand and supply, additional elements of the marketing mix for services, managing differentiation, factors leading to customer switching, and determinants of service quality. Specifically, it discusses intangibility, inseparability, and variability as distinctive characteristics of services. It also discusses investing in hiring and training, monitoring satisfaction, and standardizing processes as ways to increase quality control for services.
Designing and Managing Services
Services are classified based on the degree of customer involvement, tangibility, skills and expertise required, business orientation, and intended end-user. Key characteristics of services include intangibility, perishability, inseparability, heterogeneity, and variability. Developing marketing strategies for services focuses on the product or offering, pricing, promotion, place or distribution, people, process, and physical evidence. Managing service differentiation centers on the offer, delivery, and image of the organization. Service gaps can occur between customer expectations and management perception, quality specifications and delivery, and delivery and external communications. Determinants of service quality include reliability, responsiveness, assurance, empathy, and tangibles.
Designing and managing services
The document discusses different categories of service mixes, including pure tangible goods, tangible goods with accompanying services, hybrid goods and services, major services with minor goods and services, and pure services. It also covers distinctive characteristics of services like intangibility, inseparability, variability, and perishability. Finally, it discusses determinants of high service quality like reliability, responsiveness, assurance, empathy, and tangible aspects.
A42 COSLA Individual PPT - Chapter 14 Designing and Managing Services
This document discusses new dimensions in service delivery. It covers the nature of services, classifications and characteristics of services. It then discusses empowering customers and a new customer-focused approach to service delivery. Finally, it addresses managing service quality through managing customer expectations, incorporating self-service technologies, and product support services. The overall focus is on defining new customer-centered approaches to service delivery.
Channel of distribution
This document provides lecture notes on marketing channels. It discusses how channels play a pivotal role in delivering value to consumers by supplying products in suitable assortments, breaking bulk, and facilitating various distribution flows. Channels provide distributional efficiency to firms by minimizing contacts needed to reach consumers, offering sales support, and taking care of physical distribution and financing needs. Channels also assist with merchandising, provide market intelligence, act as agents of change, and can be a source of competitive advantage. Channel functions are vital and cannot be eliminated as channels are not merely parasites but enable connectivity between consumers and firms. The document also covers types of intermediaries and characteristics of different channel levels and flows.
Chapter 13, designing & managing services, eftekhar mitra
This document discusses key concepts related to marketing services. It defines different types of offerings as being pure tangible goods, tangible goods with services, hybrids with equal goods and services, or major services with minor accompanying goods/services. It also covers the distinctive characteristics of services, including intangibility, inseparability, variability, and perishability. The document identifies potential gaps that can cause unsuccessful service delivery and discusses determinants of service quality and sectors of the service industry.
Designing and Managing Services
This document defines and discusses the nature and characteristics of services. It explains that a service is any intangible act or performance offered by one party to another that does not result in ownership. Services can be provided by government, non-profits, or businesses. Key characteristics of services include intangibility, inseparability, variability, and perishability. The document then discusses marketing strategies for services, including managing differentiation, quality, and delivery failures through addressing gaps between customer expectations and actual delivery. Well-managed service firms are characterized by a strategic concept, top management commitment, high standards, monitoring systems, and complaint resolution.
Sales & Marketing introduction - Session 2
The document discusses various topics related to managing products and services over their lifecycles, including:
1) Common reasons products may resist change or fail include cultural/image barriers, psychological barriers, risk barriers, lack of incentive to change, incompatibility with habits, and lack of usage barriers.
2) When managing a product's lifecycle, companies can modify the product, modify the market, or reposition the product. Products may be repositioned in reaction to competitors, catching trends, or reaching new markets.
3) Services have characteristics of inseparability, variability, intangibility, and perishability that products do not. Their quality can be inconsistent due to variable human delivery and they cannot be
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Services
The document discusses key aspects of marketing services. It covers distinguishing characteristics of services, ways to increase quality control, matching demand and supply, additional elements of the marketing mix for services, managing differentiation, factors leading to customer switching, and determinants of service quality. Specifically, it discusses intangibility, inseparability, and variability as distinctive characteristics of services. It also discusses investing in hiring and training, monitoring satisfaction, and standardizing processes as ways to increase quality control for services.
Designing and Managing Services
Services are classified based on the degree of customer involvement, tangibility, skills and expertise required, business orientation, and intended end-user. Key characteristics of services include intangibility, perishability, inseparability, heterogeneity, and variability. Developing marketing strategies for services focuses on the product or offering, pricing, promotion, place or distribution, people, process, and physical evidence. Managing service differentiation centers on the offer, delivery, and image of the organization. Service gaps can occur between customer expectations and management perception, quality specifications and delivery, and delivery and external communications. Determinants of service quality include reliability, responsiveness, assurance, empathy, and tangibles.
Designing and managing services
The document discusses different categories of service mixes, including pure tangible goods, tangible goods with accompanying services, hybrid goods and services, major services with minor goods and services, and pure services. It also covers distinctive characteristics of services like intangibility, inseparability, variability, and perishability. Finally, it discusses determinants of high service quality like reliability, responsiveness, assurance, empathy, and tangible aspects.
A42 COSLA Individual PPT - Chapter 14 Designing and Managing Services
This document discusses new dimensions in service delivery. It covers the nature of services, classifications and characteristics of services. It then discusses empowering customers and a new customer-focused approach to service delivery. Finally, it addresses managing service quality through managing customer expectations, incorporating self-service technologies, and product support services. The overall focus is on defining new customer-centered approaches to service delivery.
Channel of distribution
This document provides lecture notes on marketing channels. It discusses how channels play a pivotal role in delivering value to consumers by supplying products in suitable assortments, breaking bulk, and facilitating various distribution flows. Channels provide distributional efficiency to firms by minimizing contacts needed to reach consumers, offering sales support, and taking care of physical distribution and financing needs. Channels also assist with merchandising, provide market intelligence, act as agents of change, and can be a source of competitive advantage. Channel functions are vital and cannot be eliminated as channels are not merely parasites but enable connectivity between consumers and firms. The document also covers types of intermediaries and characteristics of different channel levels and flows.
Chapter 13, designing & managing services, eftekhar mitra
This document discusses key concepts related to marketing services. It defines different types of offerings as being pure tangible goods, tangible goods with services, hybrids with equal goods and services, or major services with minor accompanying goods/services. It also covers the distinctive characteristics of services, including intangibility, inseparability, variability, and perishability. The document identifies potential gaps that can cause unsuccessful service delivery and discusses determinants of service quality and sectors of the service industry.
Designing and Managing Services
This document defines and discusses the nature and characteristics of services. It explains that a service is any intangible act or performance offered by one party to another that does not result in ownership. Services can be provided by government, non-profits, or businesses. Key characteristics of services include intangibility, inseparability, variability, and perishability. The document then discusses marketing strategies for services, including managing differentiation, quality, and delivery failures through addressing gaps between customer expectations and actual delivery. Well-managed service firms are characterized by a strategic concept, top management commitment, high standards, monitoring systems, and complaint resolution.
Sales & Marketing introduction - Session 2
The document discusses various topics related to managing products and services over their lifecycles, including:
1) Common reasons products may resist change or fail include cultural/image barriers, psychological barriers, risk barriers, lack of incentive to change, incompatibility with habits, and lack of usage barriers.
2) When managing a product's lifecycle, companies can modify the product, modify the market, or reposition the product. Products may be repositioned in reaction to competitors, catching trends, or reaching new markets.
3) Services have characteristics of inseparability, variability, intangibility, and perishability that products do not. Their quality can be inconsistent due to variable human delivery and they cannot be
Sales & Marketing introduction - Session 5
The document discusses various topics related to managing products and services over their lifecycles, including:
1) Common reasons products may resist change or fail include cultural/image barriers, psychological barriers, risk barriers, lack of incentive to change, incompatibility with habits, and lack of usage barriers.
2) When managing a product's lifecycle, companies can modify the product, modify the market, or reposition the product. Products may be repositioned in reaction to competitors, catching trends, or reaching new markets.
3) Key considerations for new services include inseparability from provider, variability in quality, intangibility, and different levels of customer assessment pre- and post- purchase.
Ch 13 designing and managing services gonzaga
This document contains 10 learning questions about designing and managing services based on Chapter 13. It discusses key topics like improving service quality, gaps that can cause unsuccessful service delivery, types of marketing in service industries, determinants of service quality, solutions to customer failures, categories of service mix, demonstrating service quality, developing brand strategies, and identifying and satisfying customer needs. The questions serve to test understanding of important concepts from the chapter.
designing and managing service
This document discusses key aspects of services marketing and management. It covers the nature of services, categories of service mixes, distinctive characteristics of services including intangibility, inseparability, variability and perishability. It also discusses the new service realities of customer empowerment, co-production and satisfying employees. Finally, it outlines marketing strategies for service firms including the service quality model and determinants of service quality.
Designing and managing services 1
This document discusses service marketing management. It defines categories of service mixes and characteristics of services. It also discusses challenges in services like inseparability, perishability, intangibility and variability. The document talks about three types of marketing for service industries and ways to improve service differentiation, quality and productivity. It introduces a service quality model and determinants of service quality. It provides strategies for service excellence like top management commitment and satisfying customer complaints.
Service marketing
This document discusses service marketing. It defines service as any intangible act or performance offered from one party to another. It notes key service industries like defense, postal, hospitality, and education. It outlines four major characteristics of services: intangibility, variability, inseparability, and perishability. It also discusses the importance of people, processes, physical evidence, and the differing qualities of search, experience and credence services in service marketing. Finally, it introduces the SERVQUAL framework for measuring service quality and its five dimensions of reliability, assurance, tangibility, empathy and responsiveness.
Service Marketing
This document discusses concepts related to marketing services. It begins by defining what a service is, noting that services are intangible acts that do not result in ownership. The document then discusses why studying services marketing is important due to trends like increasing incomes and specialization. Characteristics of services like intangibility, inseparability, variability and perishability are explained. The STP process of segmentation, targeting and positioning is also introduced. Segmentation involves dividing the market into groups with similar needs, while targeting means selecting specific market segments to focus on. Positioning refers to how a product or service is perceived relative to competitors.
Point Of Differnece
Khawaja Danish Farooq defines a point of difference as factors that differentiate a company's goods or services from its competitors. This differentiation aims to increase customer benefit and brand loyalty. However, too much differentiation could cause a company to lose standardization within its industry and customers. A point of difference is similar to a unique selling proposition but more broadly refers to any competitive advantage, while a unique selling proposition is the single most valued advantage for a target market. Examples of effective points of difference include delivering a service within a timeframe, having proprietary processes, awards, or promising a certain customer experience.
Processes services
Service blueprinting involves mapping customer service processes through flowcharts. It shows the customer experience and identifies potential failure points. Blueprinting a restaurant involves a three-act structure: introduction, delivery of food/drinks, and conclusion. Setting standards and targets allows measurement of customer satisfaction. Redesigning service processes can reduce failures and increase productivity. When customers co-produce services, their level of participation and psychological factors must be considered. Self-service technologies also require management of customer reluctance to change and ensuring systems are reliable and easy to use.
Ch 13 designing and managing services
This document outlines concepts for designing and managing mall services. It discusses identifying consumer needs, wants and demands. It emphasizes focusing on key results like cost, convenience and communication. The document also covers considering community factors, emphasizing a mall's features, advantages and benefits, and developing a winning strategy through differentiation. The goal is to link these concepts to existing models to fully meet consumer needs.
Designing and Managing Services
The document discusses the nature and characteristics of services, including intangibility, inseparability, variability, and perishability. It outlines strategies for managing demand and supply for services. Marketing strategies for services are described, including managing differentiation, quality, and productivity. Key gaps that can cause service delivery failures are identified. Effective service firms share characteristics like top management commitment, high standards, monitoring, and customer/employee satisfaction. The document concludes with strategies for managing product support services.
Service marketing
This document discusses key concepts in service marketing. It defines a service as any intangible act or performance offered by one party to another. Services have four main characteristics: intangibility, inseparability, variability, and perishability. Service marketing focuses on building relationships and delivering value. It is important for service companies to consider people, processes, physical evidence, and image when developing their marketing strategies. Service quality is determined by reliability, responsiveness, assurance, empathy, and tangibles. Firms must work to reduce gaps between customer expectations and perceptions of service.
SERVICES MARKETING M20MB3250_Unit1.pptx
This document provides information on a services marketing course for an MBA program. It includes the course code, title, objectives, outcomes, units of the syllabus, and references. The course aims to help students understand concepts of services marketing, develop skills in dealing with service customers, and analyze factors like service design, employee roles, and pricing of services. The syllabus covers 4 units on topics such as the concept of services, customer behavior and expectations, relationship marketing, service delivery processes, and the role of marketing communications.
Chap001
This document discusses key concepts in services marketing. It begins by noting the importance of the services sector in modern economies. It then defines services and categorizes them into four groups based on whether they involve people or possessions and tangible or intangible actions.
The document outlines eight common features of services and discusses the 7Ps marketing mix framework for services. It introduces strategies for focusing a service offering and positioning attributes. A model of service quality with five dimensions is presented.
The main part of the document explains the Gaps Model of service quality, which identifies six gaps between customer expectations and service provider perceptions and delivery. Strategies are provided to address each gap, such as improving market research, setting clear standards, ensuring delivery
Services marketing
This document discusses key topics in services marketing, including the importance of services in modern economies, characteristics of services, and challenges in managing service quality and productivity. It covers defining services, differences between goods and services, the marketing mix for services, factors influencing customer satisfaction, and techniques for resolving customer complaints. The goals are to understand services marketing and how to gain personal competitive advantages by applying these concepts.
CHAP-1 INTRODUCTION TO SRM.pptx
The document discusses key aspects of services marketing, including definitions of a service and why services are important to study. It describes differences between goods and services, introduces the basic service package of core, facilitating, and supporting services. The document also outlines the expanded 7Ps marketing mix for services, including product, price, place, promotion, people, process, and physical evidence.
Kotler mm 14e_13_ippt
This document discusses the characteristics of services. It defines a service as any intangible act or performance that can be offered from one party to another. Services are found everywhere and can range from purely tangible goods to purely intangible services. Key distinctions of services include whether they are equipment-based or people-based, require the client's presence, and meet personal or business needs. The four distinctive characteristics of services are that they are intangible, inseparable, variable, and perishable. The document provides strategies that companies can use to address each of these characteristics.
Mm.11.10 deleted
This document discusses key concepts in managing services. It defines services as intangible acts that do not result in ownership. Services are classified into different categories depending on whether they are goods-based or customer-focused. The document also outlines characteristics of services like intangibility and perishability. It provides strategies for improving service quality, managing demand, and creating strong service brands.
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
#Mahmoud_Bahgat
#Marketing_Club
Join us by WhatsApp to me 00966568654916
*اشترك في صفحة ال Marketing Club* عالفيسبوك
https://www.facebook.com/MarketingTipsPAGE/
*اشترك في جروب ال Marketing Club* عالفيسبوك
https://www.facebook.com/groups/837318003074869/
*Marketing Club Middle East*
25 Meetings in 6 Cities in 1 year & 2 months
Since October 2015
*We have 6 groups whatsapp*
*for almost 600 marketers*
From all middle east
*since 5 years*
& now 10 more groups
For Marketing Club Lovers as future Marketers
أهم حاجة الشروط
*Only marketers*
From all Industries
No students
*No sales*
*No hotels Reps*
*No restaurants Reps*
*No Travel Agents*
*No Advertising Agencies*
*Many have asked to Attend the Club*
((We Wish All can Attend,But Cant..))
*Criteria of Marketing Club Members*
•••••••••••••••••••••••••••••••••••••
For Better Harmony & Mind set.
*Must be only Marketer*
*Also Previous Marketing experience*
●Business Managers
●Country Manager,GM
●Directors, CEO
Are most welcomed to add Value to us.
■■■■■■■■■■■■■■■■
《 *Unmatched Criteria*》
Not Med Rep,
Not Key Account,
Not Product Specialist,
Not Sales Supervisor,
Not Sales Manager,
●●●●●●●●●●●●●●●●●●
But till you become a marketer
you can join other What'sApp group
*Marketing Lover Future Club Group*
■■■■■■■■■■■■■■■■
《 *Unmatched Criteria*》
For Conflict of Intrest
*Also Can't attend*
If Working in
*Marketing Services Provider*
=not *Hotel* Marketers
=not *Restaurant* Marketers
=not *Advertising* Marketer
=not *Event Manager*
=not *Market Researcher*.
■■■■■■■■■■■■■■■■
■■■■■■■■■■■■■■■■
*this Club for Only Marketers*
Very Soon we will have
*Business Leaders Club*
For Sales Managers & Directors
Will be Not for Markters
●●●●●●●●●●●●●●●●●●●●
■ *Only Marketers* ■
*& EPS Marketing Diploma*
●●●●●●●●●●●●●●●●●●●●
Confirm coming by Pvt WhatsApp
*To know the new Location*
*#Mahmoud_Bahgat*
00966568654916
*#Marketing_Club*
http://goo.gl/forms/RfskGzDslP
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introduction to service quality
Here are the key causes and solutions to gap 2:
Causes:
- Inadequate service quality specifications and standards
- Lack of integration between departments in developing service standards
Solutions:
- Define clear, measurable service quality standards based on customer expectations
- Involve all departments in developing and agreeing on service standards
- Train employees on service standards and empower them to meet standards
- Monitor service delivery against standards and take corrective action for any gaps
Closing the gap involves setting the right service quality standards based on customer research and ensuring a coordinated effort across departments to deliver to those standards. Regular monitoring and improvement is also important.
Chap 03 strategy
The document summarizes key concepts from Chapter 3 of a service strategy textbook. It covers formulating a strategic service vision, analyzing the competitive environment of services, discussing generic service strategies and stages of competitiveness. Specific topics discussed include developing a service concept, operating strategy and delivery system, analyzing target markets and competitors, and categorizing firms based on their distinctive competence and service delivery capabilities.
Services Marketing
The document discusses key aspects of services marketing. It notes that the services sector accounts for over half of India's GDP and dominates in terms of jobs, talent, and incomes. Some key points made include:
- Services are intangible and involve simultaneous production and consumption.
- Most products have a service component, which can be equipment-based or people-based.
- Characteristics of services include intangibility, inseparability, perishability, and variability.
- Service quality is determined by reliability, responsiveness, assurance, empathy, and tangibles.
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The document discusses various topics related to managing products and services over their lifecycles, including:
1) Common reasons products may resist change or fail include cultural/image barriers, psychological barriers, risk barriers, lack of incentive to change, incompatibility with habits, and lack of usage barriers.
2) When managing a product's lifecycle, companies can modify the product, modify the market, or reposition the product. Products may be repositioned in reaction to competitors, catching trends, or reaching new markets.
3) Key considerations for new services include inseparability from provider, variability in quality, intangibility, and different levels of customer assessment pre- and post- purchase.
Ch 13 designing and managing services gonzaga
This document contains 10 learning questions about designing and managing services based on Chapter 13. It discusses key topics like improving service quality, gaps that can cause unsuccessful service delivery, types of marketing in service industries, determinants of service quality, solutions to customer failures, categories of service mix, demonstrating service quality, developing brand strategies, and identifying and satisfying customer needs. The questions serve to test understanding of important concepts from the chapter.
designing and managing service
This document discusses key aspects of services marketing and management. It covers the nature of services, categories of service mixes, distinctive characteristics of services including intangibility, inseparability, variability and perishability. It also discusses the new service realities of customer empowerment, co-production and satisfying employees. Finally, it outlines marketing strategies for service firms including the service quality model and determinants of service quality.
Designing and managing services 1
This document discusses service marketing management. It defines categories of service mixes and characteristics of services. It also discusses challenges in services like inseparability, perishability, intangibility and variability. The document talks about three types of marketing for service industries and ways to improve service differentiation, quality and productivity. It introduces a service quality model and determinants of service quality. It provides strategies for service excellence like top management commitment and satisfying customer complaints.
Service marketing
This document discusses service marketing. It defines service as any intangible act or performance offered from one party to another. It notes key service industries like defense, postal, hospitality, and education. It outlines four major characteristics of services: intangibility, variability, inseparability, and perishability. It also discusses the importance of people, processes, physical evidence, and the differing qualities of search, experience and credence services in service marketing. Finally, it introduces the SERVQUAL framework for measuring service quality and its five dimensions of reliability, assurance, tangibility, empathy and responsiveness.
Service Marketing
This document discusses concepts related to marketing services. It begins by defining what a service is, noting that services are intangible acts that do not result in ownership. The document then discusses why studying services marketing is important due to trends like increasing incomes and specialization. Characteristics of services like intangibility, inseparability, variability and perishability are explained. The STP process of segmentation, targeting and positioning is also introduced. Segmentation involves dividing the market into groups with similar needs, while targeting means selecting specific market segments to focus on. Positioning refers to how a product or service is perceived relative to competitors.
Point Of Differnece
Khawaja Danish Farooq defines a point of difference as factors that differentiate a company's goods or services from its competitors. This differentiation aims to increase customer benefit and brand loyalty. However, too much differentiation could cause a company to lose standardization within its industry and customers. A point of difference is similar to a unique selling proposition but more broadly refers to any competitive advantage, while a unique selling proposition is the single most valued advantage for a target market. Examples of effective points of difference include delivering a service within a timeframe, having proprietary processes, awards, or promising a certain customer experience.
Processes services
Service blueprinting involves mapping customer service processes through flowcharts. It shows the customer experience and identifies potential failure points. Blueprinting a restaurant involves a three-act structure: introduction, delivery of food/drinks, and conclusion. Setting standards and targets allows measurement of customer satisfaction. Redesigning service processes can reduce failures and increase productivity. When customers co-produce services, their level of participation and psychological factors must be considered. Self-service technologies also require management of customer reluctance to change and ensuring systems are reliable and easy to use.
Ch 13 designing and managing services
This document outlines concepts for designing and managing mall services. It discusses identifying consumer needs, wants and demands. It emphasizes focusing on key results like cost, convenience and communication. The document also covers considering community factors, emphasizing a mall's features, advantages and benefits, and developing a winning strategy through differentiation. The goal is to link these concepts to existing models to fully meet consumer needs.
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Designing and Managing Services
The document discusses the nature and characteristics of services, including intangibility, inseparability, variability, and perishability. It outlines strategies for managing demand and supply for services. Marketing strategies for services are described, including managing differentiation, quality, and productivity. Key gaps that can cause service delivery failures are identified. Effective service firms share characteristics like top management commitment, high standards, monitoring, and customer/employee satisfaction. The document concludes with strategies for managing product support services.
Service marketing
This document discusses key concepts in service marketing. It defines a service as any intangible act or performance offered by one party to another. Services have four main characteristics: intangibility, inseparability, variability, and perishability. Service marketing focuses on building relationships and delivering value. It is important for service companies to consider people, processes, physical evidence, and image when developing their marketing strategies. Service quality is determined by reliability, responsiveness, assurance, empathy, and tangibles. Firms must work to reduce gaps between customer expectations and perceptions of service.
SERVICES MARKETING M20MB3250_Unit1.pptx
This document provides information on a services marketing course for an MBA program. It includes the course code, title, objectives, outcomes, units of the syllabus, and references. The course aims to help students understand concepts of services marketing, develop skills in dealing with service customers, and analyze factors like service design, employee roles, and pricing of services. The syllabus covers 4 units on topics such as the concept of services, customer behavior and expectations, relationship marketing, service delivery processes, and the role of marketing communications.
Chap001
This document discusses key concepts in services marketing. It begins by noting the importance of the services sector in modern economies. It then defines services and categorizes them into four groups based on whether they involve people or possessions and tangible or intangible actions.
The document outlines eight common features of services and discusses the 7Ps marketing mix framework for services. It introduces strategies for focusing a service offering and positioning attributes. A model of service quality with five dimensions is presented.
The main part of the document explains the Gaps Model of service quality, which identifies six gaps between customer expectations and service provider perceptions and delivery. Strategies are provided to address each gap, such as improving market research, setting clear standards, ensuring delivery
Services marketing
This document discusses key topics in services marketing, including the importance of services in modern economies, characteristics of services, and challenges in managing service quality and productivity. It covers defining services, differences between goods and services, the marketing mix for services, factors influencing customer satisfaction, and techniques for resolving customer complaints. The goals are to understand services marketing and how to gain personal competitive advantages by applying these concepts.
CHAP-1 INTRODUCTION TO SRM.pptx
The document discusses key aspects of services marketing, including definitions of a service and why services are important to study. It describes differences between goods and services, introduces the basic service package of core, facilitating, and supporting services. The document also outlines the expanded 7Ps marketing mix for services, including product, price, place, promotion, people, process, and physical evidence.
Kotler mm 14e_13_ippt
This document discusses the characteristics of services. It defines a service as any intangible act or performance that can be offered from one party to another. Services are found everywhere and can range from purely tangible goods to purely intangible services. Key distinctions of services include whether they are equipment-based or people-based, require the client's presence, and meet personal or business needs. The four distinctive characteristics of services are that they are intangible, inseparable, variable, and perishable. The document provides strategies that companies can use to address each of these characteristics.
Mm.11.10 deleted
This document discusses key concepts in managing services. It defines services as intangible acts that do not result in ownership. Services are classified into different categories depending on whether they are goods-based or customer-focused. The document also outlines characteristics of services like intangibility and perishability. It provides strategies for improving service quality, managing demand, and creating strong service brands.
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
#Mahmoud_Bahgat
#Marketing_Club
Join us by WhatsApp to me 00966568654916
*اشترك في صفحة ال Marketing Club* عالفيسبوك
https://www.facebook.com/MarketingTipsPAGE/
*اشترك في جروب ال Marketing Club* عالفيسبوك
https://www.facebook.com/groups/837318003074869/
*Marketing Club Middle East*
25 Meetings in 6 Cities in 1 year & 2 months
Since October 2015
*We have 6 groups whatsapp*
*for almost 600 marketers*
From all middle east
*since 5 years*
& now 10 more groups
For Marketing Club Lovers as future Marketers
أهم حاجة الشروط
*Only marketers*
From all Industries
No students
*No sales*
*No hotels Reps*
*No restaurants Reps*
*No Travel Agents*
*No Advertising Agencies*
*Many have asked to Attend the Club*
((We Wish All can Attend,But Cant..))
*Criteria of Marketing Club Members*
•••••••••••••••••••••••••••••••••••••
For Better Harmony & Mind set.
*Must be only Marketer*
*Also Previous Marketing experience*
●Business Managers
●Country Manager,GM
●Directors, CEO
Are most welcomed to add Value to us.
■■■■■■■■■■■■■■■■
《 *Unmatched Criteria*》
Not Med Rep,
Not Key Account,
Not Product Specialist,
Not Sales Supervisor,
Not Sales Manager,
●●●●●●●●●●●●●●●●●●
But till you become a marketer
you can join other What'sApp group
*Marketing Lover Future Club Group*
■■■■■■■■■■■■■■■■
《 *Unmatched Criteria*》
For Conflict of Intrest
*Also Can't attend*
If Working in
*Marketing Services Provider*
=not *Hotel* Marketers
=not *Restaurant* Marketers
=not *Advertising* Marketer
=not *Event Manager*
=not *Market Researcher*.
■■■■■■■■■■■■■■■■
■■■■■■■■■■■■■■■■
*this Club for Only Marketers*
Very Soon we will have
*Business Leaders Club*
For Sales Managers & Directors
Will be Not for Markters
●●●●●●●●●●●●●●●●●●●●
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introduction to service quality
Here are the key causes and solutions to gap 2:
Causes:
- Inadequate service quality specifications and standards
- Lack of integration between departments in developing service standards
Solutions:
- Define clear, measurable service quality standards based on customer expectations
- Involve all departments in developing and agreeing on service standards
- Train employees on service standards and empower them to meet standards
- Monitor service delivery against standards and take corrective action for any gaps
Closing the gap involves setting the right service quality standards based on customer research and ensuring a coordinated effort across departments to deliver to those standards. Regular monitoring and improvement is also important.
Chap 03 strategy
The document summarizes key concepts from Chapter 3 of a service strategy textbook. It covers formulating a strategic service vision, analyzing the competitive environment of services, discussing generic service strategies and stages of competitiveness. Specific topics discussed include developing a service concept, operating strategy and delivery system, analyzing target markets and competitors, and categorizing firms based on their distinctive competence and service delivery capabilities.
Services Marketing
The document discusses key aspects of services marketing. It notes that the services sector accounts for over half of India's GDP and dominates in terms of jobs, talent, and incomes. Some key points made include:
- Services are intangible and involve simultaneous production and consumption.
- Most products have a service component, which can be equipment-based or people-based.
- Characteristics of services include intangibility, inseparability, perishability, and variability.
- Service quality is determined by reliability, responsiveness, assurance, empathy, and tangibles.
Services marketing (ppt slides)
This document discusses key concepts in services marketing. It begins by defining services and classifying them in various ways. It then compares the differences between product and services marketing. Some unique features of services are their intangibility, inseparability, variability, and perishability. Quality, customer expectations, segmentation, targeting, positioning, the marketing mix and other strategies are discussed in the marketing of services. The role of various elements like people, physical evidence, and technology are also summarized.
Services Mktg.ppt
IT IS ABOUT SERVICES MARKETING. IT IS A SUBJECT IN mba MARKETING RELATED TO GOODS AND SERVICES.IT IS THE PART OF PRODUCT OR THE FULL PRODUCT FOR WHICH CUSTOMER SEES VALUE OR PAYS FOR IT.SERVICE IS A FORM OF PRODUCT THAT CONSISTS OF ACTIVITIES,BENEFITS OR SATISFACTION.
Services marketing
The services sector accounts for over half of India's GDP and dominates with high-paying jobs and talent. Services are intangible activities or processes rather than physical goods. They are characterized by intangibility, inseparability, perishability, and variability. Customer satisfaction with a service depends on their interactions with employees, the physical environment, other customers, and self-service technologies. Companies must monitor and analyze service quality gaps, customer expectations, and importance-performance to ensure consistently good service experiences.
Services marketing
This document discusses key concepts in services marketing. It begins by providing examples of service businesses and defining what a service is. It then discusses that 50% of India's GDP comes from services. The document outlines the nature of services, how they differ from goods, and classifications of services. It covers strategic aspects of service marketing including segmentation, targeting, and positioning. Finally, it discusses the 7Ps of services marketing - product, price, place, promotion, process, people, and physical evidence - as well as concepts like service quality, the gaps model of service quality, and customer delight.
Services marketing
The document discusses key concepts in services marketing. It outlines that services make up a large portion of economies and employment. Services are characterized as intangible, perishable, inseparable, and heterogeneous. These characteristics present unique marketing challenges. Consumer evaluation of services is based on factors like consistency, competence, and courtesy. The marketing mix for services includes the core service, facilitating services, physical evidence, people, process, and customer relationships.
Chapter 02.pptx
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Services marketing2821
The document provides an overview of services marketing concepts including:
1) It defines services and identifies key differences between goods and services such as intangibility, perishability, and simultaneous production and consumption.
2) It introduces the services marketing triangle and expanded 7Ps marketing mix framework for services.
3) It discusses models for understanding service quality like the gaps model and challenges in consumer behavior related to services like higher perceived risk and difficulty evaluating service alternatives.
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nKfTqcvSQSG6QFQahXOO_SERVICE MARKETING - FULL SET OF NOTES.ppt
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1) The Taj Mahal Palace Hotel in Mumbai was established in 1903 to provide a luxury hotel for all people regardless of race or religion. During the 2008 terrorist attacks, over 1200 people were rescued from the Taj, largely due to the efforts and local knowledge of hotel staff who helped guests escape through secret exits without the terrorists' knowledge.
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This document discusses marketing communications and integrated marketing. It defines marketing communications as the means to inform, persuade, and remind consumers about products and brands. It identifies the major communication channels including advertising, sales promotion, public relations, direct marketing, and personal selling. The document also outlines the steps to develop effective communications like identifying the target audience, determining objectives, designing the message, selecting channels, and establishing a budget. It emphasizes setting an optimal communications mix based on factors like the product market, buyer readiness stage, and product life cycle.
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This document outlines the key steps in setting prices for products and services. It discusses selecting a pricing objective, determining demand through analyzing price sensitivity and elasticity, estimating costs, analyzing competitors' prices, selecting a pricing method such as markup or target-return pricing, and selecting the final price. The document also covers strategies for adapting prices for different circumstances, such as geographical pricing, promotional pricing, discounts, and differentiated pricing based on customer segment or location.
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This document discusses marketing intermediaries and retailing. It defines retailing as activities involved in selling goods or services directly to consumers. There are different types of retailers like specialty stores, department stores, supermarkets, and convenience stores. Retailing decisions include target markets, product assortment, prices, store atmosphere, and location. Major trends in retailing include the growing share of modern organized retailing in countries like India and Pakistan. Non-store retailing includes direct selling, vending, and direct marketing. Franchising systems allow franchisees to operate under a franchisor's brand name. Wholesalers perform functions like selling, buying, warehousing, transportation, financing, and providing market information for retailers.
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Marketing services
- 2. Learning Objectives How do we define and classify services and how do they differ from goods? How do we market services? How can we improve service quality?
- 3. What is a Service? A service is any act of performance that one party can offer another that is essentially intangible and does not result in the ownership of anything; its production may or may not be tied to a physical product.
- 4. 3 Additional Ps People Physical Evidence Process
- 5. Categories of Service Mix Pure tangible good Good w/ accompanying services Hybrid Service w/ accompanying goods Pure service
- 6. Continuum of Evaluation for Different Types of Products
- 8. Tackling Intangibility through Physical Evidence and Presentation Place People Equipment Communication material Symbols Price
- 9. Palace on Wheels provides the ultimate royal experience due to careful design and execution of various service elements
- 10. Perishability: Matching Demand and Supply Demand side Differential pricing Nonpeak demand Complementary services Reservation systems Supply side Part-time employees Peak-time efficiency Increased consumer participation Shared services Facilities for future expansion
- 11. Handling Variability through standardized service performance process: A Blueprint for Overnight Hotel Stay
- 12. Three Types of Marketing in Service Industries
- 14. Gaps That Cause Unsuccessful Service Delivery Gap between consumer expectation and management perception Gap between management perception and service-quality specifications Gap between service-quality specifications and service delivery Gap between service delivery and external communications Gap between perceived service and expected service
- 16. Improving Service Quality Listening Reliability Basic service Service design Recovery Surprising customers Fair play Teamwork Employee research Servant leadership
- 17. Best Practices Strategic Concept Top-Management Commitment High Standards Self-Service Technologies Monitoring Systems Satisfying Customer Complaints Satisfying Employees
- 19. Customer Importance and Performance Ratings for an Auto Dealership
- 20. Let’s recap