Marketing Of services

1. PRESENTED BY:-
ANKUR (14PBA029)
MBA 4TH SEM

2. Definitions of culture
 Davis (1981) – Culture is a pattern of beliefs and
expectations shared by the organization’s members.
 Mintzberg (1989) – Culture is the traditions and beliefs
of an organization that distinguish it from others.
 Miskel (1991) – Culture is shared orientations that hold
the unit together and give distinctive identity.

3. Service Defined
 A service is an action of doing something to someone
which is essentially (purely) intangible.
Service is an act of performance offered by one party to
another that is essentially intangible and does not
result in the ownership of anything.

4. Service Culture
A service culture is made up off various factors
including values, beliefs, norms and practices of group
or organizations.
A service culture indicates that, for everyone in the
provider organization, customer satisfaction is the top
priority and that service provider activity obviously
contribute to the business objectives of the customer.

5. What Customers Want
 Professionalism
 Enthusiastic service
 Timely service
 Personal Recognition
 Empathy

6. Defining A Service Culture

7. Building Of Service Culture requires
 Hiring right people
 Retaining the best people
 Developing the people to deliver service quality
 Providing needed support system to people