1. SERVICE MARKETING
Group 7
Aakash Thakkar
Jyothi Narayan Gubbi
Kiran Peravali
Priya Alex
Karthik Balaji
Abhimanu Kumar Singh

2. WHAT IS SERVICE MARKETING?
The American Marketing Association defines services as - “Activities, benefits
and satisfactions which are offered for sale or are provided in connection with
the sale of goods.”

3. WHAT IS IMPORTANCE FOR SERVICE
MARKETING?
 A key differentiator
 Importance of relationships
 Customer Retention

7. PRODUCT & SERVICE OF BHARTI AIRTEL
 Mobile Services
 3G
 4G
 Airtel Money
 SmartDrive
 iPhone
 Telemedia
 Digital Television

8.  Enterprise
 Mobile data service
 Enterprise business solutions
 Android-based tablet

10. PRICE
 Customer Base Pricing Strategies.
 Flexible Pricing Mechanism.(According to customer
Preferences) e.g.: 60 Days 60 Deals.
 Controlled By TRAI.(Telecom Regulation of India)

12. PLACE
 It has wide and extensive presence even in the remotest
areas.
 Airtel Customers Care Touch Points : It represents that
airtel outlets are all over India, spreaded widely.
 Distributors like
E.g. Paan shops, grocery stores, chemists, outlet etc.

14. PROMOTION
 Large scale print, hoardings, video advertising, etc.
 Big Celebrities like SRK, Sachin are roped in to endorse
the product, and addressing directly to the public.
 Provides innovative application and
application, tunes, offers, services, Etc.

16. PEOPLE
 Total employees of airtel handle customers is 20892.
 Dedicated and passionate workforce.
 One of the best customer support.

18. PROCESS
 Process for services is very easy an customers can avail
it very easily.
 121 is the customer support no. which can be dialed from
anywhere in India
 The customer care service is available 24/7, from which
customers can render any service at any time.

20. PHYSICAL EVIDENCE
 To enhance customer experience airtel has provided
certain tangible elements such as services
outlets, customer contact point, availability at each nook
& corner, etc.

24. PRODUCT
On ground services
 Check-In option
 Airport lounges
 Special services
In-flight services
 Seating options : First class, Business class and Economy class.
 Beverages, meals and entertainment
 Jet Mobile

25. CONTINUED…
 QR Codes
 Mobile Site
 Jet Mall
 Jet escape
 Jet

27. PRICE
 Discounted fare for senior citizens, defense personal
 Economy & Club Premiere Fare
 Advance Passenger Execution

28. PLACE
 Place of service - Aircraft
 Various Airport – Jet Lounge

30. PROMOTION
 Companion free offer, Concessional fares
 Jet Privilege frequent-flier programme
 Jet Citibank Credit Cards
 Corporate Deal Offers
 Festival specials, Student specials
 Advertising and Branding
 Hoardings and advertisements
 Brand Ambassadors
 Sponsorships
 Event Organization

32. PROCESS
People Processing
 Greeting method and standard procedure of treatment for
customers for each class
 Booking tickets made online and in counters
 Flights sticking to schedules
 In flight service – baby care, disabled care
 Travelling with pets
Possession Processing
 Cargo
 Luggage

34. PHYSICAL EVIDENCE
 Cuisine
 In-flight entertainment facilities
 Kiosks – check-in counters
 Jet boutique – in flight fashion apparel
 Jet kids – in flight kids program
 Jet mall – in flight shopping
People
 Trainedcabin crew
 Immigration & transportation