Service marketing power point presentation
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This document provides an overview of services marketing. It defines services marketing as a specialized branch of marketing that emerged in the 1980s to address the unique characteristics of services. It then discusses the four key characteristics of services - intangibility, inseparability, perishability, and variability. Finally, it provides examples of common service firms and industries, such as education, childcare, accommodation, transportation, retail, banking, telecommunications, tradespeople, and professional services.
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The document discusses customer expectations of services. It introduces the concept of desired service, adequate service, and the zone of tolerance - the area between what a customer hopes for and what they would accept. Customer expectations can differ based on factors like the service dimension, whether it is a first-time service or recovery service, personal needs and enduring intensifiers, perceived alternatives, and situational factors. Managing customer expectations is important for service quality and satisfaction.
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1. The document discusses key concepts in services marketing including the characteristics of services, the expanded marketing mix for services, consumer behavior in services, customer expectations of service, and issues involving customer expectations.
2. Services have intangible characteristics like intangibility, heterogeneity, simultaneous production and consumption, and perishability that differentiate them from goods. Customers evaluate services based on their search, experience, and credence qualities.
3. Understanding consumer choice processes, how customers experience and evaluate services, and managing customer expectations are important for effective services marketing. Customer expectations are reference points that influence their satisfaction with service quality.
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This document discusses key concepts in services marketing, including:
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This document discusses the key concepts of services marketing including the 7 Ps of the services marketing mix and the foundations of services like intangibility, inseparability, and perishability. It also outlines different types of service industries based on tangibility, the skills of the service provider, and the degree of regulation. Additionally, it covers the importance and growth of services marketing in India and globally.
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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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The document discusses customer expectations of services. It introduces the concept of desired service, adequate service, and the zone of tolerance - the area between what a customer hopes for and what they would accept. Customer expectations can differ based on factors like the service dimension, whether it is a first-time service or recovery service, personal needs and enduring intensifiers, perceived alternatives, and situational factors. Managing customer expectations is important for service quality and satisfaction.
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1. The document discusses key concepts in services marketing including the characteristics of services, the expanded marketing mix for services, consumer behavior in services, customer expectations of service, and issues involving customer expectations.
2. Services have intangible characteristics like intangibility, heterogeneity, simultaneous production and consumption, and perishability that differentiate them from goods. Customers evaluate services based on their search, experience, and credence qualities.
3. Understanding consumer choice processes, how customers experience and evaluate services, and managing customer expectations are important for effective services marketing. Customer expectations are reference points that influence their satisfaction with service quality.
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This document discusses key concepts in services marketing, including:
1) Services have intangible and heterogeneous qualities that make them different than goods to market.
2) The services marketing triangle shows the internal, interactive, and external aspects of marketing services through management, customers, and employees.
3) The expanded 7Ps marketing mix for services includes product, price, place, promotion, people, process, and physical evidence.
4) The gaps model of service quality outlines gaps that can occur between customer expectations and perceptions and a company's understanding, design, and delivery of services.
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This document provides an overview of the service management program at the University of Calicut School of Distance Education. It discusses the growing importance of the service sector in the global economy and defines key characteristics of services. The service sector now dominates developed economies and is an important driver of growth and employment in developing countries. India's service exports and the share of services in GDP have also increased substantially in recent decades.
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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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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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This document discusses key aspects of services marketing. It begins by outlining reasons for the growth of the services sector such as technological advances, globalization, and changing lifestyles. It then covers several topics related to services marketing including:
1. Characteristics that make services different than goods such as intangibility, inseparability, inconsistency, and perishability.
2. The importance of people in service delivery and strategies for recruitment, training, motivation, and empowerment of employees.
3. The concept of a "service encounter" where customers interact with service providers.
4. Dimensions of service quality and models for understanding gaps between customer expectations and actual service delivery.
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This document discusses key concepts related to service marketing. It begins by comparing goods and services, noting that services are intangible processes while goods are tangible outputs. It then examines the unique challenges of marketing services due to their intangibility, inseparability from production, inconsistency, and perishability. The document also explores the roles of the service sector in the Indian economy and its contributions to GDP and employment. Finally, it covers positioning, the process of creating a distinct image in the consumer's mind, and the steps involved in effective positioning.
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1) A service is defined as an act of performance that is essentially intangible and does not result in ownership. Services can include customer service, value added to goods, and services embedded in products.
2) Services have characteristics of intangibility, perishability, heterogeneity, and the simultaneous production and consumption. They exist on a tangibility spectrum.
3) Services are commonly classified based on the degree of customer contact (high, medium, low), whether they involve possession processing, mental stimulus processing, or information processing, their tangibility, business orientation (non-profit, commercial), skill requirements, and end users (consumer, business, industrial).
4) Marketing services requires addressing challenges of quality, consistency
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This document provides an overview and objectives of Chapter 1 which introduces services marketing. It defines what services are, highlights differences between goods and services, and introduces frameworks for services marketing including the service marketing triangle, 7 Ps marketing mix, and gaps model of service quality. Examples of service industries are given and key challenges for services are outlined.
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This document provides an overview of services marketing. It defines services and discusses their key characteristics of intangibility, variability, and perishability. It also examines the 7Ps marketing mix framework for services - product, price, place, promotion, people, physical evidence, and process. Additionally, it outlines the three stages of the service consumption process - the pre-purchase, service encounter, and post-purchase stages. Finally, it introduces the concept of the services triangle to address the challenges of understanding customer needs, making services tangible, and keeping promises through internal, external, and interactive marketing.
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01 -intro to services
This document discusses various topics related to services and service sector management. It defines what services are, compares products and services, lists the characteristics of services, and discusses why the service sector is important for modern economies and developing countries. It also covers classification of services, factors influencing the growth of the service sector, the service marketing environment and challenges, and various models used in services marketing like the molecular model and servuction model.
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The document provides an overview of services marketing by discussing several key points:
1. The service sector dominates developed economies, with most jobs and growth coming from services.
2. Services can be categorized into four groups based on their underlying processes: people processing, possession processing, mental stimulus processing, and information processing.
3. Marketing of services differs from goods in several ways, such as the intangible nature of services and customer involvement in production.
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This document provides an overview of service marketing. It defines service marketing as a specialized branch of marketing that emerged in the 1980s in recognition that services require different strategies than physical goods. Service marketing includes business-to-consumer and business-to-business services across industries like telecom, finance, hospitality, tourism, healthcare, and professional services. The four key characteristics of services are that they are intangible, inseparable from their production, perishable, and variable in quality from one delivery to the next. The document concludes by listing common examples of service firms and industries to provide context for understanding the unique challenges of services marketing.
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This document discusses services and service marketing strategies. It defines a service and provides examples of different types of services. It then outlines 5 key characteristics of services: intangibility, heterogeneity, perishability, inseparability of production and consumption, and quality of work vs quality of service. The document concludes by explaining the 7Ps of service marketing strategies: product, price, place, promotion, people, physical evidence, and process strategies. It provides details on considerations and decisions involved in each of these 7Ps strategies.
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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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This document discusses key aspects of service marketing. It notes that the services sector accounts for over 50% of family spending and 60% of GDP in many countries. Some major benefits of the services sector are its ability to provide jobs, stability even during recessions, and potential for global trade growth. Characteristics that make services different than goods include intangibility, inseparability of production and consumption, variability, and customer participation. Services are also classified in various ways such as by industry, target effect, skill level of provider, and degree of customer involvement. Service encounters and blueprints are also discussed as tools for understanding and improving service interactions.
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This chapter discusses consumer behavior in services and focuses on how consumers choose and evaluate services. It describes how consumers judge goods versus services in terms of search, experience, and credence qualities. The chapter examines the stages of consumer decision making for services, including need recognition, evaluation of alternatives, the consumer experience, and post-experience evaluation. It also explores how cultural differences and group decision making can influence consumer behavior and services marketing strategies.
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This document discusses key aspects of services marketing. It begins by outlining reasons for the growth of the services sector such as technological advances, globalization, and changing lifestyles. It then covers several topics related to services marketing including:
1. Characteristics that make services different than goods such as intangibility, inseparability, inconsistency, and perishability.
2. The importance of people in service delivery and strategies for recruitment, training, motivation, and empowerment of employees.
3. The concept of a "service encounter" where customers interact with service providers.
4. Dimensions of service quality and models for understanding gaps between customer expectations and actual service delivery.
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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This document discusses key concepts related to service marketing. It begins by comparing goods and services, noting that services are intangible processes while goods are tangible outputs. It then examines the unique challenges of marketing services due to their intangibility, inseparability from production, inconsistency, and perishability. The document also explores the roles of the service sector in the Indian economy and its contributions to GDP and employment. Finally, it covers positioning, the process of creating a distinct image in the consumer's mind, and the steps involved in effective positioning.
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2) Services have characteristics of intangibility, perishability, heterogeneity, and the simultaneous production and consumption. They exist on a tangibility spectrum.
3) Services are commonly classified based on the degree of customer contact (high, medium, low), whether they involve possession processing, mental stimulus processing, or information processing, their tangibility, business orientation (non-profit, commercial), skill requirements, and end users (consumer, business, industrial).
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The document then covers India's large and growing services sector. It contributes over 50% to India's GDP across sectors like trade, transport, finance and real estate. The growth of services has increased demand for services marketing. Deregulation of industries like airlines and telecoms has given firms more marketing control.
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This document provides an overview of services marketing. It defines services and discusses their key characteristics of intangibility, variability, and perishability. It also examines the 7Ps marketing mix framework for services - product, price, place, promotion, people, physical evidence, and process. Additionally, it outlines the three stages of the service consumption process - the pre-purchase, service encounter, and post-purchase stages. Finally, it introduces the concept of the services triangle to address the challenges of understanding customer needs, making services tangible, and keeping promises through internal, external, and interactive marketing.
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01 -intro to services
This document discusses various topics related to services and service sector management. It defines what services are, compares products and services, lists the characteristics of services, and discusses why the service sector is important for modern economies and developing countries. It also covers classification of services, factors influencing the growth of the service sector, the service marketing environment and challenges, and various models used in services marketing like the molecular model and servuction model.
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The document provides an overview of services marketing by discussing several key points:
1. The service sector dominates developed economies, with most jobs and growth coming from services.
2. Services can be categorized into four groups based on their underlying processes: people processing, possession processing, mental stimulus processing, and information processing.
3. Marketing of services differs from goods in several ways, such as the intangible nature of services and customer involvement in production.
4. The marketing mix for services, known as the "7Ps", includes traditional elements as well as physical environment, process, and people. Managing the 7Ps requires collaboration between marketing, operations, and HR.
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The document provides statistics and information about India's economy and key sectors. It discusses India's GDP, GDP growth rate, GDP per capita, GDP by sector, inflation rate, population size, poverty rate, labor force, unemployment rate, and top industries. It also lists India's exports and imports, top export and import partners, and ease of doing business rank. The document contains detailed economic statistics about India that highlight its growing economy and sectors like services, manufacturing, agriculture, and their contribution to GDP.
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Service is an act or performance that one party can offer to another that is essentially intangible and does not result in any ownership of anything. Its production may or may not be tied to physical products.(Philip Kotler)
It is based on relationship and value.
It may be used to market a service or product.
What is Service Marketing?
The American Marketing Association defines services marketing as “an organizational function and a set of processes for identifying or creating, communicating, and delivering value to customers and for managing customer relationship in a way that benefit the organization and stake-holders”.
Service marketing is involved in designing, delivering, and doing post-delivery analysis of services for optimizing reach, measuring customer satisfaction, and standing-out from identical services offered by other market players.
Intangibility: A service is not a physical product that you can touch or see. A service can be experienced by the buyer or the receiver. Also, you can not judge the quality of the service before consumption.
Heterogeneous: There can be no perfect standardization of services. Even if the service provider remains the same, the quality of the service may differ from time to time.
Inseparability: One unique characteristic of services is that the service and the service provider cannot be separated. Unlike with goods/products the manufacturing and the consumption of services cannot be separated by storage.
No Stock Maintenance: The production and consumption of services are not inseparable because storage of services is not possible. Being an intangible transaction there can never be an inventory of services.
The potential customers form an impression about the service on the basis of service environment. The service environment represents the physical back drop that surrounds the service.
For example, providing hygienic food is the core service in a hotel or restaurant. Customers expect the restaurants to be maintained clean, offer flexible dining hours prompt service, soft music, décor, exotic menu etc.
Advantages of Service Marketing: 1, Repeat business
When you build a plan of service to reach your customers, you can expect a reward of repeat business from them. The goal of effectively marketing your brand is to capture the attention of your target market.
2. referrals
The next best thing to having your clients come back is to have them tell others about their experience and recommend your products or services to them. You must consider that if your customers have a bad experience, it is likely they will tell 10 people about that negative experiences also.
3. publicity
Other benefits from your good service are through publicity. As the buzz flows about your outstanding service, from following through on what you’ve promised.
bba605.pptx
Services marketing focuses on advertising intangible transactions that provide value to customers, unlike product marketing. It involves identifying, communicating, and delivering value to customers in a way that benefits the organization and stakeholders. Services are usually intangible economic activities offered by one party to another that bring about desired results for recipients in exchange for money, time, and effort. Customers expect value from access to goods, labor, professional skills, facilities, networks, and systems through a service, but do not take ownership of physical elements.
basic of marketing
The document discusses key concepts in marketing and hospitality. It defines marketing as meeting customer needs and wants at a profit. Hospitality involves friendly reception and entertainment of guests. Services have unique characteristics like intangibility, inseparability, variability and perishability. The marketing mix for hospitality includes the original 4 Ps as well as people, processes and physical evidence. Meeting customer expectations is important for satisfaction and loyalty. Expectations include quality, service, and value. The benefits of meeting expectations include repeat customers and referrals.
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.
SERVICE MARKETING AND RETAIL MARKETING Shivaji University Syllabus
MBA Semester 3 , Shivaji University Syllabus
Marketing Specialization
Not Official notes from university student made
Service marketing
This document defines and discusses service marketing. It begins by defining service according to the American Marketing Association as activities, benefits, or satisfactions offered for sale or in connection with goods. Service marketing focuses on selling non-physical products like services. There are two types: business-to-customer which provides services to individuals, and business-to-business which provides services between companies. Service marketing is beneficial as it can lead to recurrent sales from satisfied repeat customers, positive customer reviews that drive more business, and economic growth through increased employment, GDP, and exports.
Service Marketing_MSB.pptx- Dr.M.S.Balaji, Head & Associate Professor,Researc...
Service Marketing_MSB.pptx- Dr.M.S.Balaji, Head & Associate Professor,Researc...BBAsourashtracollege
This document discusses services marketing and provides definitions and classifications of services. It introduces the 7 Ps marketing mix framework that is commonly used for services marketing. The 7 Ps include the traditional 4 Ps of product, price, place and promotion, as well as people, physical evidence and process. Services are discussed as being intangible, inseparable, variable, and perishable. Demand and supply management strategies for services are also covered, such as predicting demand, managing demand through various approaches, and managing supply through employee scheduling or subcontracting.Similar to Service marketing power point presentation (20)
SERVICE MARKETING AND RETAIL MARKETING Shivaji University Syllabus
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Service marketing power point presentation
- 1. WELCOME TO MY PRESENTATION Course : Advertising #Topic: Service Marketing with example different types of service firms.
- 2. Service Marketing • Definition: • Services marketing is a specialized branch of marketing. Service marketing emerged as a separate field of study in the early 1980s, following the recognition that the unique characteristics of services required different strategies compared with the marketing of physical goods.
- 3. Service Marketing……. Services marketing typically refers to both business to consumer (B2C) and business-to-business (B2B) services, and includes marketing of services such as telecommunications services, financial services, all types of hospitality, tourism leisure and entertainment services, car rental services, health care services and professional services and trade services.
- 4. Services: Unique characteristics Throughout the 1980s and 1990s, the so- called unique characteristics of services dominated much of the literature. details in next slide......
- 5. The four most commonly cited characteristics of services are: • Intangibility – services lack physical form; they do not interact with any our senses in a conventional way, they cannot be touched or held. • Inseparability – production and consumption cannot be separated (compared with goods where production and consumption are entirely discrete processes) • Perish ability – service performances are ephemeral; unlike physical goods, services cannot be stored or inventoried. • Variability (also known as heterogeneity) – services involve processes delivered by service personnel and subject to human variation, customers often seek highly customized solutions, services are inherently variable in quality and substance.
- 6. Service Marketing with example • When you study services marketing at University, you will learn that there are some unique challenges that service firms and industries face. • That is why the services marketing mix has been extended from 4 P’s to the 7 P’s. • A good way to start your understanding of services marketing is to get a good sense of what type of firms and industries are classified as service firms……….
- 8. SERVICE FIRM EXAMPLES ****following is a list of examples of service firms and industries: • Education sector • Childcare services • Accommodation services • Associated travel services • All forms of transport services • Personal services • Fitness centers
- 9. • Retailers are another example of a service firm • Wholesalers and logistics • Restaurants and take-away food • Banking services • Telecommunication Home service providers • Trades people • Hire services • All types of professional services, including legal, accounting and consulting • Medical services • Other professionals And websites are also an example of a service firm
- 10. That is ALL Presentation prepared by: Name : Md. Tan E Mul Adnan Tanim Id no: 1423184 Semester: 8th Dept: Marketing Course Name: Advertising Faculty of Business Administration.