WHAT IS A SERVICE • It is the part of the product or the full product for which the customer is willing to see value and pay for it. • It is intangible. • It does not result in ownership. • It may or may not be attached with a physical product
Service Marketing Environment All organizations operate within the marketing environment. The marketing environment is made up of two parts – • Macro environment • Micro environment
Business is influenced not only by what decisions are taken within the firm but also by the general business environment. General decisions are based on two factors : • External Factors : This includes all those factors which are outside the control of business. The firm can only make timely adjustment to these external factors. • Internal Factors : This includes all those factors which are within the control.
This document summarizes a study on the effectiveness of the recruitment and selection system at Pointer Technos Private Limited. The objectives of the study are to understand the company's current recruitment policies and methods, determine if employees are satisfied, evaluate how well jobs match qualifications, identify skills evaluated, and measure the time spent on selection. The document provides background on the company and describes the research methodology, which includes a survey of 50 employees using a questionnaire and percentage analysis.
This document provides information about a study on recruitment and selection processes. It includes an introduction describing the business process outsourcing industry and the company being studied, RS Employee Consulting. It then lists the chapter contents and tables of data collected. The first chapter introduces the objectives, need, scope and limitations of the study as well as an overview of the recruitment literature review and research methodology to be used.
Business Economics
• According to Mc Nair and Meriam, Business economic consists of the use of economic modes of thought to analyse business situations. • Siegel man has defined business economic (or business economic) as the integration of economic theory with business practice for the purpose of facilitating decision-making and forward planning by management
Recruitment and Selection Process in AircelJunaid Rafiqi
The recruitment and selection process at Aircel begins when a new vacancy arises. The function head raises a vacancy request which is reviewed by HR and approved. For recruitment, Aircel first considers internal candidates through inter-departmental transfers or intra-circle transfers. If no suitable candidate is found, external recruitment methods like campus hiring, job portals or consultants are used. Shortlisted candidates then go through screening tests, interviews and reference checks before final selection.
Telenor Pakistan aims to run its operations ethically and be socially responsible. It wants customers to be confident, employees to be proud, and stakeholders to have high regard for how it handles social commitment. Telenor Pakistan pursues objectives through strategies related to corporate governance, environmental protection, relationships with various external groups, and guidelines for employees' personal interests and actions.
Project on recruitment,training and development of icici prudential life insu...Projects Kart
This document provides an overview of the recruitment, training and development processes at ICICI Prudential Life Insurance Company. It begins with acknowledging those who helped with the author's summer training project. It then outlines the objectives, which were to improve understanding of the insurance industry and how to achieve goals. The document covers the company profile, products, recruitment process, importance of training and development, and findings from a survey on recruitment and training. It performs a SWOT analysis and provides recommendations to address issues like low exam attendance and pass rates.
Service Marketing Environment All organizations operate within the marketing environment. The marketing environment is made up of two parts – • Macro environment • Micro environment
Business is influenced not only by what decisions are taken within the firm but also by the general business environment. General decisions are based on two factors : • External Factors : This includes all those factors which are outside the control of business. The firm can only make timely adjustment to these external factors. • Internal Factors : This includes all those factors which are within the control.
This document summarizes a study on the effectiveness of the recruitment and selection system at Pointer Technos Private Limited. The objectives of the study are to understand the company's current recruitment policies and methods, determine if employees are satisfied, evaluate how well jobs match qualifications, identify skills evaluated, and measure the time spent on selection. The document provides background on the company and describes the research methodology, which includes a survey of 50 employees using a questionnaire and percentage analysis.
This document provides information about a study on recruitment and selection processes. It includes an introduction describing the business process outsourcing industry and the company being studied, RS Employee Consulting. It then lists the chapter contents and tables of data collected. The first chapter introduces the objectives, need, scope and limitations of the study as well as an overview of the recruitment literature review and research methodology to be used.
Business Economics
• According to Mc Nair and Meriam, Business economic consists of the use of economic modes of thought to analyse business situations. • Siegel man has defined business economic (or business economic) as the integration of economic theory with business practice for the purpose of facilitating decision-making and forward planning by management
Recruitment and Selection Process in AircelJunaid Rafiqi
The recruitment and selection process at Aircel begins when a new vacancy arises. The function head raises a vacancy request which is reviewed by HR and approved. For recruitment, Aircel first considers internal candidates through inter-departmental transfers or intra-circle transfers. If no suitable candidate is found, external recruitment methods like campus hiring, job portals or consultants are used. Shortlisted candidates then go through screening tests, interviews and reference checks before final selection.
Telenor Pakistan aims to run its operations ethically and be socially responsible. It wants customers to be confident, employees to be proud, and stakeholders to have high regard for how it handles social commitment. Telenor Pakistan pursues objectives through strategies related to corporate governance, environmental protection, relationships with various external groups, and guidelines for employees' personal interests and actions.
Project on recruitment,training and development of icici prudential life insu...Projects Kart
This document provides an overview of the recruitment, training and development processes at ICICI Prudential Life Insurance Company. It begins with acknowledging those who helped with the author's summer training project. It then outlines the objectives, which were to improve understanding of the insurance industry and how to achieve goals. The document covers the company profile, products, recruitment process, importance of training and development, and findings from a survey on recruitment and training. It performs a SWOT analysis and provides recommendations to address issues like low exam attendance and pass rates.
Anirban Dasgupta has over 20 years of experience in governance, risk and controls. He is currently leading Hindalco's internal financial controls initiative, reporting directly to the Audit Committee and Managing Director. Prior to Hindalco, he worked at PwC for 10 years in risk advisory services, specializing in internal controls and internal auditing for clients such as Tata Steel. He also previously served as Head of Internal Audit at Bajaj Allianz General Insurance.
Recruitment and joining process in bharti airtelSkyline College
Bharti Airtel's recruitment process begins with manpower budgeting and requests to fill vacant positions. For each vacancy, recruitment managers source candidate CVs through various methods and conduct an initial screening. Shortlisted candidates then fill out a Joining Application Form and participate in functional interviews. Candidates who pass the functional interview proceed to salary negotiation and, if successful, receive an offer letter. The objectives of Bharti Airtel's recruitment process are to learn the organization's HR policies and procedures, study their recruitment models, and understand how to achieve recruitment goals.
Telenor Pakistan is a 100% owned subsidiary of Telenor ASA operating in Pakistan since 2005. It has invested $1 billion in infrastructure expansion, creating over 20,000 direct and indirect jobs. Telenor Pakistan focuses on succession planning to develop internal candidates for leadership roles, conducting skills assessments and training to close competency gaps. It engages in active recruitment through career fairs and university workshops, and motivates employees through recognition in surveys and development opportunities to strengthen its position as an employer of choice.
Lucas TVS is a leading manufacturer of auto electrical products and diesel fuel injection equipment in India. It is a joint venture between Lucas Varity group of UK and TVS Group, a large Indian conglomerate. The TVS Group has a diverse portfolio of automotive component manufacturing companies including Brakes India, Sundaram Brake Linings, Axles India and TVS Motor Company. Lucas TVS manufactures products like alternators, starters, wiper systems and diesel fuel injection pumps and supplies to vehicle manufacturers in India and overseas. The company is committed to continuous quality improvements and increasing customer satisfaction.
Human Resources Management practice of “BBS Cables Limited”Sahriar IQbal SuVo
Internship Report On
Human Resources Management Practice of “BBS Cables Limited”
Prepared By:
S.M. Sahriar Iqbal
ID.021111071
BBA Program, Batch- 32nd
University of Development Alternative (UODA)
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
- IDEA Cellular is part of Aditya Birla Group and is India's third largest mobile operator with over 165 million subscribers.
- Its main competitors are Airtel, Vodafone, Reliance Communications, Aircel, and BSNL.
- The objectives of the study were to find new market opportunities, promote IDEA's Vtop SIM cards to retailers, and determine satisfaction of new retailers.
This document is a certificate stating that the attached research project report titled "Consumer's preference and satisfaction towards pre-paid GSM telecom service provider in Indore" was conducted by Sandip Jalebar for their MBA degree. It acknowledges the guidance of their project supervisor Shikha Chaturvedi. The research examines customer satisfaction and service quality factors for mobile service providers in Indore through surveys and statistical analysis.
The document is a project report submitted by Inderpreet Kaur Ubhi to her faculty guide Ms. Monica Thakur at Amity Global Business School in Chandigarh, India. The report studies the purchase behavior of post-paid mobile customers in the Tri-city area of Chandigarh, Mohali, and Panchkula. It focuses on understanding why customers prefer Airtel, Idea, or Vodafone and their levels of satisfaction. The report includes an introduction to the topic, literature review, research methodology used including data collection and analysis techniques, findings, conclusion and recommendations.
This document provides an overview of a project to develop a global pricing framework for Omnitech's offerings. Omnitech provides various technology services divided into four verticals: Application Services, Managed Services, Enterprise Solutions, and Disaster Recovery/Business Continuity Planning. The project aims to develop a pricing framework that incorporates costs and allows for rate variations by geographic location. The framework will help Omnitech's sales team make profitable pricing decisions for customers worldwide. The project involves analyzing costs for each offering, reviewing the current pricing model, developing pricing structures for each vertical, and creating rate cards for key services. The completed project will provide Omnitech with a comprehensive pricing framework to standardize rates globally.
Stage one of market research involves discovering customer wants, needs and beliefs. Stage two is analysis of how to market products and services. Market research provides market information, segmentation, and trends. It helps understand industry changes and dynamics through competitive intelligence on competitors, customers, technologies and their interdependencies. Competitive intelligence mitigates threats and exploits opportunities regarding strategy, operations, and tactics. Speak Asia plans to build an effective online survey panel in India by identifying and training panelists, targeting specific industries and demographics, and having over 1.2 million panelists by the end of 2010 through an experienced Indian marketing partner.
Human resource management (HRM or HR) is the strategic approach to the effective management of organization workers so that they help the business gain a competitive advantage, Commonly known as the HR Department, it is designed to maximize employee performance in service of an employer's strategic objectives.
This document is a project report submitted by Gaurab Dutta for the partial fulfillment of an MBA degree. The report examines customer satisfaction and loyalty in logistics services provided by DHL Express (I) Pvt Ltd in India. The research aims to identify determinants of customer loyalty in relationships between logistics service providers and their customers, considering different relationship characteristics and cultural contexts. The starting point is a study by Wallenburg on customer loyalty in relationships between logistics service providers and customers. Factors determining loyalty will be proposed and interdependencies identified to develop a comprehensive explanatory model of customer loyalty in this context.
The document summarizes the marketing communications strategy of Idea Cellular. It discusses Idea Cellular's use of television commercials, radio, websites, brand endorsements, and print media to communicate with customers. A survey of 50 people found that Idea's advertisements were effective at raising awareness but that service coverage needed improvement to increase customer satisfaction and convince more people to use Idea Cellular. The conclusion recommends that Idea focus on expanding its network coverage to attract more subscribers.
Reliance HR Services handles recruitment for Anil Dhirubhai Ambani Group companies through a multi-step process. They begin with manpower planning to determine hiring needs. Candidates are sourced internally and externally, through methods like job portals, placement agencies, and campus recruitment. Shortlisted candidates undergo interviews. If approved, a job offer is made. The recruitment process takes 10-15 days on average. Reliance aims to hire qualified candidates with the needed experience and a history of stable employment.
The document provides an overview of a term paper submitted by a group of students to their professor on the topic of service marketing. It includes an introduction highlighting the objectives of the report, an acknowledgements section thanking those who contributed, and an executive summary of the key findings. The report examines the service quality of TAN POWER, a lifestyle solutions company in Bangladesh, through the GAPS model of service quality and an analysis of customer expectations and perceptions. It identifies some gaps between expectations and perceptions, such as a lack of customer research, uncontrollable elements like third party vendors, and contact personnel issues. The report also provides recommendations on how TAN POWER can improve service design, recovery, and integrated marketing communications to better
Vijay Mishra has over 6 years of experience in human resources and industrial relations management. He is currently working as an Executive of IR/HR at Larsen & Toubro Ltd in Jaipur, where he handles responsibilities like statutory compliance, contract labour management, and employee welfare activities. Previously he has worked at ABG Cement Ltd and Sicgil Industrial Gases Limited in human resources and administrative roles. He is seeking a challenging career in the field of human resources where he can utilize his skills and experience.
This document provides information about a project report submitted by Anwesha Chatterjee on retention at OPUS Estates. It includes details about OPUS Estates such as it being part of the GCJ Group, a real estate marketing company in Kolkata. It also discusses the importance of retention and strategies to improve employee retention such as improving selection process, training, employee relations and career development programs. The document contains the research methodology, analysis, findings and suggestions of the study.
This document provides an overview of BBS Cables Ltd., including its history, vision, mission, values, business slogan, and products. BBS Cables Ltd. was incorporated in 2009 as a sister concern of Bangladesh Building Systems Ltd. to provide quality electrical cables, wires, and conductors. It has a factory located in Sreepur, Gazipur, Bangladesh. The company's vision is to be a winning industrial leader creating superior values beyond boundaries. Its mission is to achieve this vision through honesty, integrity, and building long-term relationships.
Business environment means all of the internal and external factors that affect how the company functions including employees, customers, management, supply and demand and business regulations. An example of a part of a business environment is how well customers' expectations are met.
The document is from Chanderprabhu Jain College and discusses various topics related to business studies. It covers definitions of business and what businesses do, different business objectives, the scope of business, and forms of business organization. It also discusses entrepreneurship and the entrepreneurial process, characteristics of entrepreneurs, and sources of business finance. The document appears to be course materials for a second semester business studies class covering various foundational business concepts.
Marketing Environment is the combination of external and internal factors and forces which affect the company's ability to establish a relationship and serve its customers. The marketing environment of a business consists of an internal and an external environment.
Anirban Dasgupta has over 20 years of experience in governance, risk and controls. He is currently leading Hindalco's internal financial controls initiative, reporting directly to the Audit Committee and Managing Director. Prior to Hindalco, he worked at PwC for 10 years in risk advisory services, specializing in internal controls and internal auditing for clients such as Tata Steel. He also previously served as Head of Internal Audit at Bajaj Allianz General Insurance.
Recruitment and joining process in bharti airtelSkyline College
Bharti Airtel's recruitment process begins with manpower budgeting and requests to fill vacant positions. For each vacancy, recruitment managers source candidate CVs through various methods and conduct an initial screening. Shortlisted candidates then fill out a Joining Application Form and participate in functional interviews. Candidates who pass the functional interview proceed to salary negotiation and, if successful, receive an offer letter. The objectives of Bharti Airtel's recruitment process are to learn the organization's HR policies and procedures, study their recruitment models, and understand how to achieve recruitment goals.
Telenor Pakistan is a 100% owned subsidiary of Telenor ASA operating in Pakistan since 2005. It has invested $1 billion in infrastructure expansion, creating over 20,000 direct and indirect jobs. Telenor Pakistan focuses on succession planning to develop internal candidates for leadership roles, conducting skills assessments and training to close competency gaps. It engages in active recruitment through career fairs and university workshops, and motivates employees through recognition in surveys and development opportunities to strengthen its position as an employer of choice.
Lucas TVS is a leading manufacturer of auto electrical products and diesel fuel injection equipment in India. It is a joint venture between Lucas Varity group of UK and TVS Group, a large Indian conglomerate. The TVS Group has a diverse portfolio of automotive component manufacturing companies including Brakes India, Sundaram Brake Linings, Axles India and TVS Motor Company. Lucas TVS manufactures products like alternators, starters, wiper systems and diesel fuel injection pumps and supplies to vehicle manufacturers in India and overseas. The company is committed to continuous quality improvements and increasing customer satisfaction.
Human Resources Management practice of “BBS Cables Limited”Sahriar IQbal SuVo
Internship Report On
Human Resources Management Practice of “BBS Cables Limited”
Prepared By:
S.M. Sahriar Iqbal
ID.021111071
BBA Program, Batch- 32nd
University of Development Alternative (UODA)
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
- IDEA Cellular is part of Aditya Birla Group and is India's third largest mobile operator with over 165 million subscribers.
- Its main competitors are Airtel, Vodafone, Reliance Communications, Aircel, and BSNL.
- The objectives of the study were to find new market opportunities, promote IDEA's Vtop SIM cards to retailers, and determine satisfaction of new retailers.
This document is a certificate stating that the attached research project report titled "Consumer's preference and satisfaction towards pre-paid GSM telecom service provider in Indore" was conducted by Sandip Jalebar for their MBA degree. It acknowledges the guidance of their project supervisor Shikha Chaturvedi. The research examines customer satisfaction and service quality factors for mobile service providers in Indore through surveys and statistical analysis.
The document is a project report submitted by Inderpreet Kaur Ubhi to her faculty guide Ms. Monica Thakur at Amity Global Business School in Chandigarh, India. The report studies the purchase behavior of post-paid mobile customers in the Tri-city area of Chandigarh, Mohali, and Panchkula. It focuses on understanding why customers prefer Airtel, Idea, or Vodafone and their levels of satisfaction. The report includes an introduction to the topic, literature review, research methodology used including data collection and analysis techniques, findings, conclusion and recommendations.
This document provides an overview of a project to develop a global pricing framework for Omnitech's offerings. Omnitech provides various technology services divided into four verticals: Application Services, Managed Services, Enterprise Solutions, and Disaster Recovery/Business Continuity Planning. The project aims to develop a pricing framework that incorporates costs and allows for rate variations by geographic location. The framework will help Omnitech's sales team make profitable pricing decisions for customers worldwide. The project involves analyzing costs for each offering, reviewing the current pricing model, developing pricing structures for each vertical, and creating rate cards for key services. The completed project will provide Omnitech with a comprehensive pricing framework to standardize rates globally.
Stage one of market research involves discovering customer wants, needs and beliefs. Stage two is analysis of how to market products and services. Market research provides market information, segmentation, and trends. It helps understand industry changes and dynamics through competitive intelligence on competitors, customers, technologies and their interdependencies. Competitive intelligence mitigates threats and exploits opportunities regarding strategy, operations, and tactics. Speak Asia plans to build an effective online survey panel in India by identifying and training panelists, targeting specific industries and demographics, and having over 1.2 million panelists by the end of 2010 through an experienced Indian marketing partner.
Human resource management (HRM or HR) is the strategic approach to the effective management of organization workers so that they help the business gain a competitive advantage, Commonly known as the HR Department, it is designed to maximize employee performance in service of an employer's strategic objectives.
This document is a project report submitted by Gaurab Dutta for the partial fulfillment of an MBA degree. The report examines customer satisfaction and loyalty in logistics services provided by DHL Express (I) Pvt Ltd in India. The research aims to identify determinants of customer loyalty in relationships between logistics service providers and their customers, considering different relationship characteristics and cultural contexts. The starting point is a study by Wallenburg on customer loyalty in relationships between logistics service providers and customers. Factors determining loyalty will be proposed and interdependencies identified to develop a comprehensive explanatory model of customer loyalty in this context.
The document summarizes the marketing communications strategy of Idea Cellular. It discusses Idea Cellular's use of television commercials, radio, websites, brand endorsements, and print media to communicate with customers. A survey of 50 people found that Idea's advertisements were effective at raising awareness but that service coverage needed improvement to increase customer satisfaction and convince more people to use Idea Cellular. The conclusion recommends that Idea focus on expanding its network coverage to attract more subscribers.
Reliance HR Services handles recruitment for Anil Dhirubhai Ambani Group companies through a multi-step process. They begin with manpower planning to determine hiring needs. Candidates are sourced internally and externally, through methods like job portals, placement agencies, and campus recruitment. Shortlisted candidates undergo interviews. If approved, a job offer is made. The recruitment process takes 10-15 days on average. Reliance aims to hire qualified candidates with the needed experience and a history of stable employment.
The document provides an overview of a term paper submitted by a group of students to their professor on the topic of service marketing. It includes an introduction highlighting the objectives of the report, an acknowledgements section thanking those who contributed, and an executive summary of the key findings. The report examines the service quality of TAN POWER, a lifestyle solutions company in Bangladesh, through the GAPS model of service quality and an analysis of customer expectations and perceptions. It identifies some gaps between expectations and perceptions, such as a lack of customer research, uncontrollable elements like third party vendors, and contact personnel issues. The report also provides recommendations on how TAN POWER can improve service design, recovery, and integrated marketing communications to better
Vijay Mishra has over 6 years of experience in human resources and industrial relations management. He is currently working as an Executive of IR/HR at Larsen & Toubro Ltd in Jaipur, where he handles responsibilities like statutory compliance, contract labour management, and employee welfare activities. Previously he has worked at ABG Cement Ltd and Sicgil Industrial Gases Limited in human resources and administrative roles. He is seeking a challenging career in the field of human resources where he can utilize his skills and experience.
This document provides information about a project report submitted by Anwesha Chatterjee on retention at OPUS Estates. It includes details about OPUS Estates such as it being part of the GCJ Group, a real estate marketing company in Kolkata. It also discusses the importance of retention and strategies to improve employee retention such as improving selection process, training, employee relations and career development programs. The document contains the research methodology, analysis, findings and suggestions of the study.
This document provides an overview of BBS Cables Ltd., including its history, vision, mission, values, business slogan, and products. BBS Cables Ltd. was incorporated in 2009 as a sister concern of Bangladesh Building Systems Ltd. to provide quality electrical cables, wires, and conductors. It has a factory located in Sreepur, Gazipur, Bangladesh. The company's vision is to be a winning industrial leader creating superior values beyond boundaries. Its mission is to achieve this vision through honesty, integrity, and building long-term relationships.
Business environment means all of the internal and external factors that affect how the company functions including employees, customers, management, supply and demand and business regulations. An example of a part of a business environment is how well customers' expectations are met.
The document is from Chanderprabhu Jain College and discusses various topics related to business studies. It covers definitions of business and what businesses do, different business objectives, the scope of business, and forms of business organization. It also discusses entrepreneurship and the entrepreneurial process, characteristics of entrepreneurs, and sources of business finance. The document appears to be course materials for a second semester business studies class covering various foundational business concepts.
Marketing Environment is the combination of external and internal factors and forces which affect the company's ability to establish a relationship and serve its customers. The marketing environment of a business consists of an internal and an external environment.
The document discusses key concepts in business economics and consumer behavior. It defines business economics as the integration of economic theory with business practice to facilitate management decision-making. Consumer behavior is analyzed using utility theory and indifference curve analysis. The law of demand, elasticity, and demand forecasting are also covered. Production factors, the production function, laws of returns to scale and variable proportions are explained in the context of the theory of the firm. Cost concepts like fixed vs variable costs are also introduced.
Marketing Environment
Philip Kotler : “A company marketing environment consists of the factors and forces that affect the company’s ability to develop and maintain successful transactions and relationships with its target customers”.
Business Environment and Ethical Practices (BBA LLB 213 )cpjcollege
The objective of the course is to familiarize students with the different aspects of business environment and ethical practices to be adopted by organizations in conducting their business.
Business Economics
• According to Mc Nair and Meriam, Business economic consists of the use of economic modes of thought to analyse business situations. • Siegel man has defined business economic (or business economic) as the integration of economic theory with business practice for the purpose of facilitating decision-making and forward planning by management.
The document discusses key concepts in business economics including definitions of business economics, the scope of business economics, applications of business economics, economic concepts used, consumer behavior theory, demand analysis, production theory, costs, and market structures. It provides definitions and explanations of concepts such as utility, indifference curves, demand elasticity, production functions, laws of returns, and perfect competition. The document is serving as a reference material for a business economics course covering these fundamental topics.
The document discusses the business environment and its types. It defines business environment as the set of external forces and factors that affect a business outside of its control. The business environment is categorized into internal environment and external environment. The internal environment includes factors within the firm's control like value systems and management. The external environment includes the micro environment of suppliers, customers, and competitors, as well as the macro environment of economic, political, technological, social, and global conditions.
The document provides information about human resource management (HRM) including definitions of HRM, its components, nature, scope, importance, evolution, policies, challenges, and trends. It also discusses the differences between personnel management and HRM as well as HRM and strategic HRM. Additionally, it covers topics related to human resource planning such as meaning, importance, job analysis, and future personnel needs. The document appears to be lecture notes on an introduction to HRM course provided by Ms. Pallavi Sharma.
Operations Management • Operations management refers to the administration of business practices to create the highest level of efficiency possible within an organization. It is concerned with converting materials and labor into goods and services as efficiently as possible to maximize the profit of an organization. Operations management teams attempt to balance costs with revenue to achieve the highest net operating profit possible.
The document discusses organizational behavior (OB) and related concepts. It defines OB as a field that investigates how individuals and groups impact organizational effectiveness and goal achievement. Key contributing disciplines are identified as psychology, sociology, social psychology, and anthropology. Models of OB described include the autocratic, custodial, supportive, and collegial models. The document also covers organizational culture and climate, attitudes, values, and challenges and opportunities in OB like globalization and workforce diversity.
Organizational behavior (OB) A field of study that investigates the impact of individuals, groups in the organizational setting for the purpose of applying such knowledge toward improving an organization’s effectiveness and achieving organizational goal.
UnitManagerial Economics for BbALlB.pptxDrAmitJain13
The document is a lesson plan for a course on Managerial Economics at Chanderprabhu Jain College. It covers several key topics in the introduction to managerial economics, including the circular flow of economic activity, the nature and objectives of firms, profit concepts, and the principal-agent problem. The document provides definitions and explanations of these fundamental economic concepts and how they relate to business decision making. It also outlines the contents to be covered in the unit on the introduction to managerial economics.
The document is from Chanderprabhu Jain College and discusses topics related to financial management. It covers definitions of financial management, the scope and decisions involved, objectives like profit and wealth maximization. It also discusses concepts like time value of money, types of interest, valuation of securities, capital structure theories and factors, and working capital management including inventory and receivables.
Cost and management accounting• Provides management with costs for products, inventories, operations or functions and compares actual to predetermined data • It also provides a variety of data for many day-to-day decision as well as essential information for long-range decisions
Definition of Values
• They are the ideas and beliefs about life that guide us to do what we do and be what we are… • They can be about: – Politics Family – Sex Friends – Religion Dishonesty – Being of service Taking Risks – Education Respect – Money Leisure
Strategic Management
A set of managerial decisions and actions that determines the long-run performance of a corporation. Includes: Internal and external environment scanning Strategy formulation Strategy implementation Evaluation and control.
Business Ethics And Corporate Social Responsibility cpjcollege
Definition of Values • They are the ideas and beliefs about life that guide us to do what we do and be what we are… • They can be about: – Politics Family – Sex Friends – Religion Dishonesty – Being of service Taking Risks – Education Respect – Money Leisure
The document is a lecture note on basic concepts of taxation from Chanderprabhu Jain College of Higher Studies & School of Law. It defines key terms like taxes, direct and indirect taxes, income, assessment year, financial year. It distinguishes between capital and revenue receipts and discusses the differences between direct and indirect taxes. It also explains the concepts of application of income versus diversion of income and gives examples. Finally, it provides an overview of the different sections related to assessment under the Income Tax Act.
Socio-Legal Dimensions of Gender (LLB-507 & 509 )cpjcollege
This paper intends to sensitize the students about the changing
dimensions of gender and also familiarizes them with the subtle manifestations of inequality rooted in our society.
The objective of the paper is to apprise the students with the laws relating to marriage, dissolution, matrimonial remedies, adoption, contemporary trends in family institutions in India, in particular the Hindus and Muslims.
Alternative Dispute Resolution (ADR) [LLB -309] cpjcollege
Alternative Dispute Resolution has become the primary means by which cases are resolved now days, especially commercial, business disputes. It has emerged as the preferred method for resolving civil cases, with litigation as a last resort. Alternative Dispute Resolution provides an overview of the statutory, procedural, and case law underlining these processes and their interplay with litigation. A significant theme is the evolving role of
professional ethics for attorneys operating in non-adversarial settings. Clients and courts increasingly express a preference for attorneys who are skilled not only in litigation but in problem-solving, which costs the clients less in terms of time, money and relationship. The law of ADR also provides an introduction to negotiation and mediation theory.
Environmental Studies and Environmental Laws (: LLB -301)cpjcollege
The objective of this paper is to acquaint the students with the environmental issues and the measures taken for its protection along with the norms prevailing at international and national
level
The paper will focus on the civil procedures followed in instituting a suit. The students will be familiarised with certain important concepts and practical skill development activity will provide insights into the actual working of the court procedures.
The objective of this paper is to provide an understanding of basic concepts of Indian Constitution and various organs created by the Constitution and their functions.
The document discusses various topics related to corporate law including types of companies, forms of business organization, shares, debentures, and securities. It provides information on sole proprietorships, partnerships, corporations, limited liability companies (LLCs), and different types of companies such as private companies and public companies. The document also defines key terms like shares, share capital, debentures, debenture bonds, and classifications of company securities.
It is an indispensable complementary part of our legal system without the study of which no advocate is suitably equipped with the basic requisites required to go to the court.
This document provides an overview of key concepts in international relations discussed in a political science class, including:
- Democracy and its key principles such as majority rule, protection of minority rights, and consent of the governed.
- Federalism and its features such as division of powers between central and state/provincial governments.
- The parliamentary system in India and features such as a ceremonial head of state, executive drawn from the legislature, and collective responsibility of ministers.
- Concepts in international relations like power, sovereignty, and the elements and limitations of national power, including international law, morality, and world public opinion.
This paper focuses on various aspects of health care law including the constitutional perspective, obligations, and negligence of medical professionals and remedies available to
consumers of health care.
The object of this paper is to focus on land reforms in India, Constitutional provisions related to land reforms, Land Acquisition, Rehabilitation, and Resettlement Act,2013, Urban Real Estate Development Laws and the Provisions of the Rent Laws under the
Delhi Rent Control Act, 1958.
The objective of the seminar paper is to introduce the students to a holistic understanding of crime. PSDA in this seminar paper will include seminar presentation, debates and group discussions, critical review of existing laws in India and a comparison with
other countries. The paper seeks to explore the possible practical applications of the various theories that have been formulated so far. It will also require the students to look up the international cases where these theories have been applied. The students who opt for this paper will also visit the prisons/ juvenile homes/ juvenile courts / rehabilitation centre etc. and make an assessment of the current situation.
A workshop hosted by the South African Journal of Science aimed at postgraduate students and early career researchers with little or no experience in writing and publishing journal articles.
This presentation includes basic of PCOS their pathology and treatment and also Ayurveda correlation of PCOS and Ayurvedic line of treatment mentioned in classics.
Exploiting Artificial Intelligence for Empowering Researchers and Faculty, In...Dr. Vinod Kumar Kanvaria
Exploiting Artificial Intelligence for Empowering Researchers and Faculty,
International FDP on Fundamentals of Research in Social Sciences
at Integral University, Lucknow, 06.06.2024
By Dr. Vinod Kumar Kanvaria
How to Fix the Import Error in the Odoo 17Celine George
An import error occurs when a program fails to import a module or library, disrupting its execution. In languages like Python, this issue arises when the specified module cannot be found or accessed, hindering the program's functionality. Resolving import errors is crucial for maintaining smooth software operation and uninterrupted development processes.
Thinking of getting a dog? Be aware that breeds like Pit Bulls, Rottweilers, and German Shepherds can be loyal and dangerous. Proper training and socialization are crucial to preventing aggressive behaviors. Ensure safety by understanding their needs and always supervising interactions. Stay safe, and enjoy your furry friends!
it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
The simplified electron and muon model, Oscillating Spacetime: The Foundation...RitikBhardwaj56
Discover the Simplified Electron and Muon Model: A New Wave-Based Approach to Understanding Particles delves into a groundbreaking theory that presents electrons and muons as rotating soliton waves within oscillating spacetime. Geared towards students, researchers, and science buffs, this book breaks down complex ideas into simple explanations. It covers topics such as electron waves, temporal dynamics, and the implications of this model on particle physics. With clear illustrations and easy-to-follow explanations, readers will gain a new outlook on the universe's fundamental nature.
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
তাই একজন নাগরিক হিসাবে এই তথ্য গুলো আপনার জানা প্রয়োজন ...।
বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
Strategies for Effective Upskilling is a presentation by Chinwendu Peace in a Your Skill Boost Masterclass organisation by the Excellence Foundation for South Sudan on 08th and 09th June 2024 from 1 PM to 3 PM on each day.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
2. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
WHAT IS A SERVICE
• It is the part of the product or the full product for which the customer is
willing to see value and pay for it.
• It is intangible.
• It does not result in ownership.
• It may or may not be attached with a physical product
• Health Care
– hospital, medical practice, dentistry, eye care
• Professional Services
– accounting, legal, architectural
• Financial Services
– banking, investment advising, insurance
• Hospitality
– restaurant, hotel/motel, bed & breakfast
• Travel
– airline, travel agency, theme park
3. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
TANGIBILITY SPECTRUM
4. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
COMPARING GOODS & SERVICES
5. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
WHY DO FIRMS FOCUS ON SERVICES?
• Services can provide higher profit margins and growth potential than
products
• Customer satisfaction and loyalty are driven by service excellence
• Services can be used as a differentiation strategy in competitive markets
WHY STUDY SERVICES MARKETING?
• Service-based economies
• Service as a business imperative in manufacturing and IT
• Deregulated industries and professional service needs
• Services marketing is different
• Service equals profits
6. THE SERVICES MARKETING TRIANGLE
Internal
Marketing
Interactive Marketing
External
Marketing
Company
(Management)
CustomersEmployees
“enabling the
promise”
“delivering the promise”
“setting the
promise”
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
Source: Adapted from Mary Jo Bitner, Christian Gronroos, and Philip Kotler
7. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
INTANGIBILITY
• Customer is unable to experience the ‘product’ prior to ‘purchase’
Implications:
• Services cannot be inventoried
• Services cannot be easily patented
• Services cannot be readily displayed or communicated
• Pricing is difficult
PERISHABILITY
• Can’t be stored
Implications:
• It is difficult to synchronize supply and demand with services
• Services cannot be returned or resold
8. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
INSEPERABILITY
• Production & consumption happen at the same place and cannot be
separated
Implications:
• Customers participate in and affect the transaction
• Customers affect each other
• Employees affect the service outcome
• Decentralization may be essential
• Mass production is difficult
9. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
VARIABILITY
• Difficulty in establishing consistency in quality
– across Providers or within providers
– across Time
– across Delivery Centers
Implications:
• Service delivery and customer satisfaction depend on employee and
customer actions
• Service quality depends on many uncontrollable factors
• There is no sure knowledge that the service delivered matches what was
planned and promoted
10. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
CHALLENGES FOR SERVICES
• Defining and improving quality
• Ensuring the delivery of consistent quality
• Designing and testing new services
• Communicating and maintaining a consistent image
• Accommodating fluctuating demand
• Motivating and sustaining employee commitment
• Coordinating marketing, operations, and human resource efforts
• Setting prices
• Finding a balance between standardization versus customization
11. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
Expanded Mix for Services –The 7 Ps
All elements within the control of the firm that communicate the firm’s
capabilities and image to customers or that influence customer satisfaction
with the firm’s product and services:
1. Product
2. Price
3. Place
4. Promotion
5. People: All human actors who play a part in service delivery and thus
influence the buyer’s perceptions: namely, the firm’s personnel, the
customer, and other customers in the service environment.
6. Physical Evidence: The environment in which the service is delivered
and where the firm and customer interact, and any tangible components
that facilitate performance or communication of the service.
7. Process: The actual procedures, mechanisms, and flow of activities by
which the service is delivered.
12. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
REASONS FOR GROWTH IN SERVICE SECTOR
• CHANGING LIFESTYLE- increase in affluence, increase in leisure time,
women in working places
• CHANGING WORLD- increased complexity of life, increased life
expectancy, ecology & resource concerns.
• CHANGING ECONOMIES- globalization, Privatization, Deregulation
• CHANGING TECHNOLOGY- range of new products, product complexity
13. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
TYPES OF SERVICES
• Transportation services
• Public utility services
• Communication
• Trading services
• Financial & insurance services
• Real estate services
• Marketing related services
• Govt. Provided services
• Engineering service
• Entertainment services
• Business & professional services
• Hospitality services
• Other services
14. SERVICE MARKETING ENVIRONMENT
All organizations operate within the marketing environment. The marketing
environment is made up of two parts –
Macro environment : It represents all the outside influences which have
impact on an organization’s marketing or business activity.
• It includes economic and political factors and socio-cultural trends,
•for example the external environment influences will effect all organizations
within a sector to a greater or lesser degree.
•Micro environment : It is the internal environment of the organization .
•The internal environment relates to a particular organization and its publics
•The factors to be analyzed in the internal environment will include the
following :
• Company management structure
• Customers
• Suppliers
• Channel members
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
15. UNIT 2
CONSUMER DECISION MAKING
Why do Individual Consumer Select a particular service say a Bank.
• It is conveniently located.
• My father has an account in this bank
• My friend is working here
• My neighbor introduced me.
• And so on.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
16. MOTIVATION & CONSUMER BEHAVIOR
MASLOW’S HIERARCHY OF NEEDS
• Physiological need
• Safety
• Belongingness
• Esteem
• Self Actualization
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
17. PERCEPTION & CONSUMER BEHAVIOR
SELECTIVE EXPOSURE-
• people most likely to notice stimuli that relate to current need
• People are likely to notice stimuli that they expect or anticipate
• People are more likely to notice stimuli that are large in relation to normal
size of stimuli
SELECTIVE DISTORTION
SELECTION RETENTION
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
18. CONSUMER DECISION MAKING FRAMEWORK
a. SOCIAL FACTORS
• Family influence
• Reference group influence
• Roles & status
b. CULTURAL FACTORS
• Culture
• Sub culture
• Social class
c. PSYCHOLOGICAL FACTORS
• Beliefs & attitudes
• learning
d. PERSONAL FACTORS
• Age & family life cycle
• Economic circumstances
• Occupation
• Personality & self concept
• psychographics
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
19. LEARNING THEORY
• Drive
• Cues
• Response
• Reinforcement
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
20. FAMILY LIFE CYCLE & BANKING NEEDS
STAGE FINACIAL SITUATION BANKING NEEDS
young , single people few financial burdens,
recreation oriented
low cost checking, auto
loan, credit card
full nest: youngest child
under six
home purchasing peak,
liquid assets low, many
working mothers
mortgage, credit card,
revolving credit line, bill
consolidation loan
full nest: older couples
with dependent children
good financial position,
many working mothers
home improvement
loans, equity credit lines,
certificates of deposits,
money market deposits
empty nest: older
couples, no children at
home
significantly reduced
income
monthly income checks
on cds, estate planning,
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
21. CONSUMER BUYING PROCESS
• STAGE 1: AWARENESS
• STAGE 2: SEARCH & COMPEREHENSION
• STAGE 3: ATTITUDE DEVELOPMENT
• STAGE 4: EVALUATION OF ALTERNATIUVES
• STAGE 5: PURCHASE
• STAGE 6: ADOPTION & POST PURCHASE BEHAVIOR
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
22. ORGANIZATIONAL BUYING BEHAVIOR
• STAGE 1: NEED IDENTIFICATION
• STAGE II: DEFINE OBJECTIVES & SPECIFICATIONS
• STAGE III: IDENTIFYALTERNATIVES
• STAGE IV: EVALUATE ALTERNATIVES
• STAGE V: SELECT SUPPLIER
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
23. ITEM CONSUMER BUYER
BEHAVIOR
ORGANISATIONAL
BUYER BEHAVIOR
involvement one or two people involved in
buying process
several people involved
type relatively simple process but
informal
depending on nature of
purchase, can be
complicated formalized
pattern no set formula systematic sequence
behavior learnt behavior professional skill &
training
buyer-seller
relationship
independent relationship between
buyer & seller
interdependent
relationship
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
24. UNIT 3
Segmentation strategies:
• Geographic segmentation
• Demographic segmentation
• Psychological segmentation
• Volume segmentation
• Benefit segmentation
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
25. TARGETING
GUIDELINES FOR SELECTING TARGET MARKET
1. Target market should be consistent, should meet the goals of the
organization. A tourism org which is leading in group tours can not
suddenly target individuals.
2. Organizations should look for markets that are consistent with the
resources.
3. An organization should look for markets which will generate not
sufficient sales volume but profit volume.
4. An organization should look for a target market where the number and
size of competitor is small
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
26. TARGETING
• Market Targeting:
– The process of evaluating each market segment’s attractiveness and
selecting one or more segment to enter.
• A target market is a set of buyers sharing common needs or characteristics
that the company decides to serve.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
27. MARKET TARGETING
Company
marketing
mix
Market
Company
marketing mix 1
Company
marketing mix 2
Company
marketing mix 3
Segment 1
Segment 2
Segment 3
Segment 1
Segment 2
Segment 3
Company
marketing
mix
Undifferentiated
marketing
Differentiated
marketing
Concentrated
marketing
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
28. Factors Undifferentiated
marketing
Concentrated
marketing
Differentiated
marketing
SERVICE
PRODUCT
Limited no. of
service offering
under one brand for
many type of
consumers
One brand which
has been aimed to
one to one
consumer group.
Distinct brand for
each consumer
group
DISTRIBUTION All possible outlets All suitable outlets All suitable outlets
differs by segment
PROMOTION Mass media All suitable media All suitable media-
differs by segment
PRICE On popular price
range
One price range
aimed to the
consumer group
Distinct price
range for each
consumer group
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
29. STRATEGY
EMPHASIS
appeal to large
no. of consumers
via a uniform
broad based
marketing
programmes
Appeal to one
specific consumer
group via a highly
specialized but
uniform marketing
programme.
Appeal to two or
more distinct
market segments
via different
marketing plans
catering to each
segment.
TARGET
MARKET
Broad range of
consumers
One well defined
consumer group.
Two or more well
defined consumer
groups
Factors Undifferentiated
marketing
Concentrated
marketing
Differentiated
marketing
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
30. WHY POSITIONING?
• To create a distinctive place in minds of potential customers.
• To provide competitive edge to a product or service.
• Place an intangible service within a more tangible frame of reference.
• Influence both service development and redesign of existing services.
• Follow consideration of competitor’s possible moves.
• To give reasons to target market to buy your services.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
31. POSITIONING SERVICES
• Image is the picture of an org. as perceived by a target group.
• Identity is associated with the way in which a company presents itself to its
target group.
• The current image- the way company is seen by different groups.
• The mirror image- the way a company thinks it is seen by different groups.
• The wish image- the way a company would like to be seen by different
groups
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
32. POSITIONING PROCESS
Step 1- Market positioning
Step 2- Psychological positioning- objective and subjective
Step 3 - Positioning approaches
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
33. STEP 1 MARKET POSITIONING
• It is defined as a process of identifying and selecting markets or segments
that represent business potential to determine the criteria for competitive
success. This must be based on the following factors:
a. Thorough knowledge of needs, wants and perceptions of target market
b. Benefits offered by the service offered.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
34. STEP 2- PSYCHOLOGICAL POSITIONING
• It involves the use of communication to convey the firms or its offering’s
identity & image to the target market. It converts the needs into images and
positions the offerings in the customer’s mind.
• Exists solely in the mind of consumer and occurs automatically without
marketer’s effort.
• For eg: two tourist attraction which are dissimilar may be perceived as same by
a consumer while two similar tourist attractions may be perceived as different.
OBJECTIVE POSITIONING: concerned with creation of an image of service
offering that reflects physical features & functional features eg: tourism
industry
SUBJECTIVE POSITIONING: relates to subjective attributes of service
offering. It is the (mental perception) image & other attributes as perceived by
the tourist.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
35. STEP 3- POSITIONING APPROACHES
• Positioning by attributes , features or customer benefits.
• Positioning by price value- “Malaysia gives more natural value” MALAYSIA
TOURISM
• Positioning by use of application- Hotel Inter Continental position itself as a
Meeting place.
• Positioning according to users or class of users- airlines target executive
class, the frequent fliers and tourists.eg: The Ashok group position itself to
corporate world with “conference venues can help write corporate history”.
• Position with respect to product class- used to associate an offering with
experience.
• Positioning against competition: Visa Card against American Express by
quoting examples of places in the world that do not accept Master Card
• Positioning by endorsement: Amitabh Bachchan for ICICI Bank
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
36. • Positioning by quality dimensions- reliability, assurance, tangibility,
empathy & responsiveness
a. Reliability : Fedex “world on time” or first Flight couriers ltd. “Any time,
any where first”
b. Assurance: PNB positions itself by conveying trust and confidence by “
the name you can bank upon”
c. Tangibility: Sahara airlines “High on achievement” by showing awards
won by them in their advertisements.
d. Empathy: Taj hotel established its position as SHE who cares and
provides individual attention
e. Responsiveness: At Hotel Radisson every question asked is answered by
YES I CAN !
STEP 3- POSITIONING APPROACHES (contd..)
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
37. STEP 3- POSITIONING APPROACHES (contd..)
• Positioning by People: ICICI BANK uniform
• Physical evidence: a conference, aimed at senior executives and directors,
invitation would be on an excellent quality paper, multi color with
attractive graphics
• Positioning by process
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
38. STRATEGIES FOR MARKETING OF SERVICE
• Strategies to stay proactive by differentiation.
• Strategies for dealing with Intangibility
• Strategies for dealing with Inventory (Perishability).
• Strategies for dealing with Inconsistency (Heterogeneity)
• Strategies for dealing with Inseparability.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
39. PRO- ACTIVITY: A STRATEGIC TOOL TO OUTSERVICE
COMPETITION
• Service providers must understand the distinctions between one’s CORE
SERVICE OFFERING & SUPPLEMENTAL SERVICES (VALUE
ADDED OR PERIPHERAL SERVICES).
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
CORE PRODUCT/ SERVICE
OFFERING
SUPPLEMENTAL SERVICE
•Safe transport from one city to
another via aeroplane.
•Doctor’s proper diagnosis &
treatment
•Lawyer’s sound legal advice
•Hotel Room with comfortable bed &
clean bath.
•Movie or meal on board the
aeroplane.
•Doctor’s friendly bedside manner
•Trustworthiness of Lawyer.
•Bathroom amenities and mini bar in
the hotel room.
40. WHY CUSTOMERS EVALUATE SERVICE ON
SUPPLEMENTALS
• A good core extension alone is not sufficient.
• Within & across competitors , the core product offerings hardly have
variations eg: the core offering of airlines are the same.
• For many customers/ consumers it is very difficult to judge the core
offering. Eg: to differentiate between lawyers.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
42. STRATEGIES TO DEAL WITH INTANGIBILITY
• Stress tangible cues
• Use personal sources more than non-personal sources
• Promote or stimulate word-of mouth communications
• Create strong brand/ organizational image
• Use cost accounting to help set prices.
• Engage in post purchase communications
STRATEGIES TO DEAL WITH INSEPARABILITY
• Emphasize selection and training of public contact personnel
• Manage customers
• Use multi site locations
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
43. STRATEGIES TO DEAL WITH HETEROGENITY
• Industrialize service
• Customize service
STRATEGIES TO DEAL WITH HETEROGENITY
• Use strategies to cope with fluctuating demand
• Make simultaneous adjustment in demand and capacity to achieve a closer
match between the two.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
44. UNIT 4
HOSPITALITY & TOURISM INDUSTRY:
• The hospitality industry is a broad category of fields within service industry
that includes lodging, event planning, theme parks, transportation, cruise
line, and additional fields within the tourism industry.
• A hospitality unit such as a restaurant, hotel, or an amusement park consists
of multiple groups such as facility maintenance and direct operations
(servers, housekeepers, porters, kitchen workers, bartenders, management,
marketing, and human resources etc.)
• According to Krippendort “Tourism marketing is to be understood as the
systematic and coordinated execution of business policy by tourist
undertakings whether private or state owned at local, regional , national or
international level to achieve the optimal satisfaction of the needs of
identifiable consumer groups, and in doing so to achieve an appropriate
return.”
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
45. TOURISM INDUSTRY
• Reasons why tourism is important
• Factors that influence number of tourists
• Reasons for growth/increase in tourism
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
46. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
47. CHARACTERISTICS
• Intangible
• Perishable
• Heterogeneous
• Feeling and touch based
Kerala – God’s own country
Rajasthan – Padharo maahro desh
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
48. MARKETING IN HOSPITALITY AND TOURISM
• As the production and consumption experiences are inseparable, it is
impossible to sample a tourism service before purchase.
• Marketing of tourism is based on
– Trust
– Relationship
– Delivering value
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
49. 1. PRODUCT
•The tourism product differs from other products due to the wide range it
covers
-Accommodations
-Transportation
-Food
-Recreation
-Attractions.
•Often the product includes intangibles such as history, culture and natural
beauty.
•Many times the hospitality or tourism product is viewed as a “service” in the
customer’s eyes.
•The closer we can determine how to satisfy the customer’s needs, the more
successful the destination will be.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
50. Giving a Feel For The “Product” Inside a Service Wrapper .
•Consumers are demanding not products, or features of products but the
benefits they will be offered.
•The airline product includes of two types of services:
On the Ground Services & In-Flight Services.
PRODUCT MIX
Airlines service products
CABIN SERVICE.
CATERING SERVICE
RAMP SERVICE.
OTHER SERVICE.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
51. 2. PRICE
• Amount customers’ pay for the product or service provided.
• A quality tourism experience at a fair price is what the customer is looking
for in most cases .
• Pricing should be based upon clear-cut goals and objectives:
Survival
Profit maximization
Market share
Competition or positioning
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
52. 3. PLACE
• The place where customers purchase the tourism product can vary greatly.
Travel agents, tour operators and tour wholesalers are a few examples of
the distribution points for tourism products.
• Direct distribution: own website or direct purchase in place
• Indirect distribution: third party operators: agencies/affiliates, online
websites: travelocity.com, edreams.com, auctions etc.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
53. •Online 24-hour reservation Systems.
•Consolidation.
•Tour Operator/ Travel Agent.
•Affiliated with companies.
PLACE MIX
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
54. 4. PROMOTION
• A range of activities can be used to convince customers to buy the product,
including
-information kits
-web sites
-advertising
-personal selling
-sales promotion
-travel shows
-public relations.
• Utilize tourist information centers, such as welcome centers. Participation
with your state, regional and local tourism offices and associations.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
55. PROMOTION MIX
Advertising
Publicity
Sales promotion
Word of mouth
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
56. 5. PEOPLE
•People in the travel and tourism industry
-travel agents
-tourist guides
-hotel and restaurant staff
-transport personnel
•Play an important role in brand building and customer satisfaction.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
57. Competence.
Reliability.
caring Attitude.
Responsiveness.
Initiative.
Problem Solving Ability.
Goodwill.
PEOPLE MIX
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
58. 6. PROCESS
Detailed and well documented procedures for addressing every situation
and service context supported by infrastructure and IT systems = consistent
and good quality service.
•Administration
•Training
•Planning and strategizing
•Recruitment
•Purchasing
•Distribution
•Service delivery
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
59. •Detailed Information.
•Reservation.
•Facilities.
•Personal belongings.
•Meal Service.
•Entertainment.
•Deliver Quality Service.
59
PROCESS MIX
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
60. 7. PHYSICAL EVIDENCE
•Good customer experience is extremely important for generating repeat business
and also business from new customer through positive word-of-mouth.
•“Tangibalizing the product is a good way of giving positive and attractive hints
or clues to potential customers.
•First service, then installations and facilities.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
61. On the go:
•Booking offices or ticket
counters.
•Paperwork.
•Brand Logo.
•Tickets or reservations.
61
PHYSICAL EVIDENCE MIX
In the place:
•Service professionalism .
•Display configuration.
•Good Inner-exteriors.
•Cleanliness.
•Uniforms.
•Ambience.
•Comfortable .
•Labels and descriptions.
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
62. WHAT IS AN EDUCTIONAL SERVICE?
• Education encompasses teaching and learning specific skills , and also
Something less tangible but more profound the impart of knowledge,
positive judgment and well developed wisdom .
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
63. FACTOR RESPONSIBLE FOR COMMERCIALSATION
OF EDUCATION
• CHANGING LIFESTYLE
• CHANGING WORLD
• CHANGING ECONOMIES
• CHANGING TECHNOLOGY
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
64. PRODUCT : Product is a set of benefit: knowledge, ideas, course, degree
PRICE
• The Main source of income – Fee
• Various components
• The penetration pricing strategy
PLACE: It refers to the place where the customers can buy the product and how
the product reaches out to that places.
• Points to Delivery
• Usually requires large classrooms
• Cost-visibility trade off
• Ideally away from cities
• Virtual classrooms
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
PRODUCT MIX
65. PROMOTION : It includes the various ways communicating to the
customers of what the services provider has to offers .
• Growth in the sector has called for promotion
• Reputation matters
• Channels of communication
PEOPLE: refers to the customers, employees ,management & everyone else
involved in it .
• Teachers ,staff members ,students , suppliers ,etc.
• Face to face teaching
• Open house meeting
• Reputation of the brand rest in your people’s hands
• Reputation of teachers can add to the institution’s reputation
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
PRODUCT MIX
66. PROCESS: The process of giving a service and the behaviour of those deliver
are crucial to customers satisfaction .
Best viewed as something that yours customers participates in at different points
in time
• Course plan
• Internal mark policy
PHYSICAL EVIDENCE: choosing to use a service can perceived as a risky
business because you are buying something intangible .
Uncertainty can be reduce by helping potential customers to “see” what they are
buying
• Infrastructure
• Teaching equipments
• Transportation
• Prospectus – hard copy
Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
PRODUCT MIX
67. Chanderprabhu Jain College of Higher Studies & School of Law
Plot No. OCF, Sector A-8, Narela, New Delhi – 110040
(Affiliated to Guru Gobind Singh Indraprastha University and Approved by Govt of NCT of Delhi & Bar Council of India)
THANK YOU