Services make up a large portion of the global economy and many countries are experiencing rapid growth in the services sector. There are powerful forces transforming service markets, including advances in technology, globalization, changes in business trends and consumer behavior, and government policies. Services can be categorized into four broad groups: people processing, possession processing, mental stimulus processing, and information processing. Marketing services poses unique challenges compared to goods, requiring an expanded "7 Ps" marketing mix that includes considerations of process, physical environment, and people in addition to the traditional 4 Ps.
Service-dominant logic, in behavioral economics, is an alternative theoretical framework for explaining value creation, through exchange, among configurations of actors. It is a dominant logic
Definition – Service Economy – Evolution and growth of service sector – Nature and Scope of Services – Unique characteristics of services - Challenges and issues in Services Marketing.
Having experienced a time of change and upheaval like no other in recent times, the financial services industry is now in a period of strategic transformation, faced with a unique set of challenges and opportunities. Technology lies at the heart of this transformation, underpinning many of the opportunities that exist for financial services industries to stand apart from their competitors, forge more meaningful connections with customers and to get the most from the information and people in their organisations.
How do you know if your company has become a truly digital business? Check out this slide presentation and find out.
Designed and presented by: Ken Polotan
Introduction of Services Marketing • Services Marketing Concept, Distinctive Characteristics of Services, Services Marketing Triangle, Purchase Process for Services, Marketing Challenges of Services • Role of Services in Modern Economy, Services Marketing Environment • Goods vs Services Marketing, Goods Services Continuum • Consumer Behaviour, Positioning a Service in the Market Place • Variations in Customer Involvement, Impact of Service Recovery Efforts on Consumer Loyalty • Type of Contact: High Contact Services and Low Contact Services • Sensitivity to Customers’ Reluctance to Change
Global Service Delivery Market Overview.pdfamolswimarket
Service Delivery Market is estimated to grow from USD 2.86 Billion in 2022 to USD 7.61 Billion by 2033, growing at a CAGR of 28.2%. The concept of global service delivery is becoming more and more important for businesses looking to stay competitive and customer-focused in the quickly changing business landscape.
Webinar | Clients Calling “Mayday”? Design a Benefits Technology Strategy to ...benefitexpress
Benefits administration can be a delicate, and even difficult balancing act for employers. From managing costs and administrative demands, to maintaining compliance, and integrating with workforce wellness plans, it’s not surprising that three in four employers called “mayday” and turned to benefits administration outsourcing in 2017. With the administrative difficulty level rising, and advisory competition increasing, it is now critical to become the partner of choice to relieve this distress. But how?
Join Scott Evans, chief product officer at benefitexpress, this May Day, as he guides benefits advisers through the top considerations for building, buying or borrowing benefits administration technology solutions to offer clients. If you and your clients have benefits technology questions, Scott has answers.
Webinar takeaways include:
• How to assess your readiness: learn and identify the benefits administration business model that is right for you
• Key criteria for evaluating potential benefits technology partners, plus a valuable checklist
• How to create a benefits technology strategy for your business which is seen as an imperative – not a “value-add” – by your clients
• Tips for staying competitive in a changing market, using your solutions portfolio
Creating a Business Case for Global Payroll - APA Fall ForumCatriona Keevans
Mark Graham, Executive Director at Immedis, spoke at the 2017 Fall Forum. His presentation was focused around Creating a Business Case for Global Payroll
THE POWER OF DIGITAL TECHNOLOGIES AND POSITIVE TRANSFORMATION ON BUSINESSES.pdfPaul Mbua
The training focused on The Power of Digital Technologies and the positive transformation they can have on their businesses.
Objectives Included:
•Clear Understanding of digital transformation
• Assessing your level of digital transformation
• Things to Consider in your digital transformation journey
• Digital transformation framework and strategy
• Effective use of tools and their Application
Eight Success Factors of Digital Transformation by Brian SolisBrian Solis
Over the last 7 years, Brian Solis pioneered digital transformation research.. In this report in partnership with Altimeter Group, Brian observed a series of important patterns that companies follow in their work to digitally transform. We learned that strategists take an “OPPOSITE” approach to business as usual as they seek new and alternative insights and methodologies to blaze new trails.
In this report, Brian introduces the “OPPOSITE” framework, an acronym that represents a compilation of best practices guiding today’s successful organizations through their digital transformation efforts. These best practices apply to eight key areas of focus for the organization:
1) Orientation
2) People
3) Processes
4) Objectives
5) Structure
6) Insights & Intent
7) Technology
8) Execution
For companies looking to jump start their digital transformation efforts, this report provides a blueprint for stakeholders across the organization to come together, create a shared vision and take the first steps towards thriving in the new digital reality.
Report download: https://insights.prophet.com/8-success-factors-of-digital-transformation
Article: https://www.prophet.com/2016/08/opposite-approach-framework-for-digital-transformation/
Are you losing customers? 類
The key to successful selling isn't pressure and hard-sell. Instead, the key is to understand how the brain works.
Below are some effective marketing methods for boosting sales.
Service-dominant logic, in behavioral economics, is an alternative theoretical framework for explaining value creation, through exchange, among configurations of actors. It is a dominant logic
Definition – Service Economy – Evolution and growth of service sector – Nature and Scope of Services – Unique characteristics of services - Challenges and issues in Services Marketing.
Having experienced a time of change and upheaval like no other in recent times, the financial services industry is now in a period of strategic transformation, faced with a unique set of challenges and opportunities. Technology lies at the heart of this transformation, underpinning many of the opportunities that exist for financial services industries to stand apart from their competitors, forge more meaningful connections with customers and to get the most from the information and people in their organisations.
How do you know if your company has become a truly digital business? Check out this slide presentation and find out.
Designed and presented by: Ken Polotan
Introduction of Services Marketing • Services Marketing Concept, Distinctive Characteristics of Services, Services Marketing Triangle, Purchase Process for Services, Marketing Challenges of Services • Role of Services in Modern Economy, Services Marketing Environment • Goods vs Services Marketing, Goods Services Continuum • Consumer Behaviour, Positioning a Service in the Market Place • Variations in Customer Involvement, Impact of Service Recovery Efforts on Consumer Loyalty • Type of Contact: High Contact Services and Low Contact Services • Sensitivity to Customers’ Reluctance to Change
Global Service Delivery Market Overview.pdfamolswimarket
Service Delivery Market is estimated to grow from USD 2.86 Billion in 2022 to USD 7.61 Billion by 2033, growing at a CAGR of 28.2%. The concept of global service delivery is becoming more and more important for businesses looking to stay competitive and customer-focused in the quickly changing business landscape.
Webinar | Clients Calling “Mayday”? Design a Benefits Technology Strategy to ...benefitexpress
Benefits administration can be a delicate, and even difficult balancing act for employers. From managing costs and administrative demands, to maintaining compliance, and integrating with workforce wellness plans, it’s not surprising that three in four employers called “mayday” and turned to benefits administration outsourcing in 2017. With the administrative difficulty level rising, and advisory competition increasing, it is now critical to become the partner of choice to relieve this distress. But how?
Join Scott Evans, chief product officer at benefitexpress, this May Day, as he guides benefits advisers through the top considerations for building, buying or borrowing benefits administration technology solutions to offer clients. If you and your clients have benefits technology questions, Scott has answers.
Webinar takeaways include:
• How to assess your readiness: learn and identify the benefits administration business model that is right for you
• Key criteria for evaluating potential benefits technology partners, plus a valuable checklist
• How to create a benefits technology strategy for your business which is seen as an imperative – not a “value-add” – by your clients
• Tips for staying competitive in a changing market, using your solutions portfolio
Creating a Business Case for Global Payroll - APA Fall ForumCatriona Keevans
Mark Graham, Executive Director at Immedis, spoke at the 2017 Fall Forum. His presentation was focused around Creating a Business Case for Global Payroll
THE POWER OF DIGITAL TECHNOLOGIES AND POSITIVE TRANSFORMATION ON BUSINESSES.pdfPaul Mbua
The training focused on The Power of Digital Technologies and the positive transformation they can have on their businesses.
Objectives Included:
•Clear Understanding of digital transformation
• Assessing your level of digital transformation
• Things to Consider in your digital transformation journey
• Digital transformation framework and strategy
• Effective use of tools and their Application
Eight Success Factors of Digital Transformation by Brian SolisBrian Solis
Over the last 7 years, Brian Solis pioneered digital transformation research.. In this report in partnership with Altimeter Group, Brian observed a series of important patterns that companies follow in their work to digitally transform. We learned that strategists take an “OPPOSITE” approach to business as usual as they seek new and alternative insights and methodologies to blaze new trails.
In this report, Brian introduces the “OPPOSITE” framework, an acronym that represents a compilation of best practices guiding today’s successful organizations through their digital transformation efforts. These best practices apply to eight key areas of focus for the organization:
1) Orientation
2) People
3) Processes
4) Objectives
5) Structure
6) Insights & Intent
7) Technology
8) Execution
For companies looking to jump start their digital transformation efforts, this report provides a blueprint for stakeholders across the organization to come together, create a shared vision and take the first steps towards thriving in the new digital reality.
Report download: https://insights.prophet.com/8-success-factors-of-digital-transformation
Article: https://www.prophet.com/2016/08/opposite-approach-framework-for-digital-transformation/
Are you losing customers? 類
The key to successful selling isn't pressure and hard-sell. Instead, the key is to understand how the brain works.
Below are some effective marketing methods for boosting sales.
Strategic human resource management connects people with organizational goals. With strategic human resource management, the HR department is building the link between an organization's most valuable asset – its people – and the strategic direction of the company.
Top mba colleges in india in 2021 comes under 'AA' category Dr.Aravind TS
This video list out the best and top B schools in India under 'AA' Category.
Don't waste your time in an ordinary B School. Study in Indias top B Schools in 2021. Less fee and high brand value. Think about it
Top mba colleges in india in 2021 comes under aaa category Dr.Aravind TS
This video gives light on different top MBA colleges in India which comes under AAA category. I hope this will benefit you to choose a good college and ignite your dreams.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
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.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
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June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Safalta Digital marketing institute in Noida, provide complete applications that encompass a huge range of virtual advertising and marketing additives, which includes search engine optimization, virtual communication advertising, pay-per-click on marketing, content material advertising, internet analytics, and greater. These university courses are designed for students who possess a comprehensive understanding of virtual marketing strategies and attributes.Safalta Digital Marketing Institute in Noida is a first choice for young individuals or students who are looking to start their careers in the field of digital advertising. The institute gives specialized courses designed and certification.
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Executive Directors Chat Leveraging AI for Diversity, Equity, and InclusionTechSoup
Let’s explore the intersection of technology and equity in the final session of our DEI series. Discover how AI tools, like ChatGPT, can be used to support and enhance your nonprofit's DEI initiatives. Participants will gain insights into practical AI applications and get tips for leveraging technology to advance their DEI goals.
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
2. TEXT
GLANCE
!Why study services?
! Powerful forces that are transforming service Markets
! What are services?
! Four broad categories of services
! Challenges posed by services
! Expanded marketing mix for services
! Framework for effective services marketing strategies
www.aravindts.com
3. TEXT
WHY KNOW ABOUT SERVICE?
▸ Services Dominate Economy in most nations
▸ Most new jobs are generated by Service
➔Fastest Growth Expected in Knowledge-Based Industries
➔Many New Jobs are Well-Paid Positions Requiring Good Educational
Qualifications
www.aravindts.com
7. TEXT
Government
Policies
Business
Trends
Social
Changes
Advances in
IT
Globalization
Innovation in service products & delivery systems, stimulated by better technology
Customers have more choices and exercise more power
Success hinges on:
● Understanding customers and competitors
● Viable business models
● Creation of value for customers and firm
● New markets and product categories
● Increase in demand for services
● More intense competition
FORCES TRANSFORMING THE SERVICE ECONOMY
www.aravindts.com
9. TEXT
Government
Policies
Business
Trends
Social
Changes
Advances in
IT
Globalization
● Rising consumer expectations
● More affluence
● Personal Outsourcing
● Increased desire for buying experiences vs.
things
● Rising consumer ownership of high tech
equipment
● Easier access to more information
● Immigration
● Growing but aging population
FORCES TRANSFORMING THE SERVICE ECONOMY (2)
www.aravindts.com
10. TEXT
Government
Policies
Business
Trends
Social
Changes
Advances in
IT
Globalization
●Push to increase shareholder value
●Emphasis on productivity and cost savings
●Manufacturers add value through service and
sell services
●More strategic alliances
●Focus on quality and customer satisfaction
●Growth of franchising
●Marketing emphasis by nonprofits
FORCES TRANSFORMING THE SERVICE ECONOMY (3)
www.aravindts.com
14. TEXT
WHAT ARE SERVICES? (1)
Services involve a form of rental, offering benefits
without transfer of ownership
▸ Include rental of goods
▸ Marketing tasks for services differ from those involved in selling
goods and transferring ownership
www.aravindts.com
15. TEXT
WHAT ARE SERVICES? (2)
Five broad categories within non-ownership framework:
1. Rented goods services
2. Defined space and place rentals
3. Labor and expertise rentals
4. Access to shared physical environments
5. Systems and networks: access and usage
www.aravindts.com
17. TEXT
FOUR BROAD CATEGORIES OF SERVICES
Based on differences in nature of service act (tangible/
intangible) and who or what is direct recipient of service
(people/possessions), there are four categories of
services:
▸ People processing
▸ Possession processing
▸ Mental stimulus processing
▸ Information processing
www.aravindts.com
19. FOUR CATEGORIES OF SERVICES
! People Processing
! Customers must:
➔ physically enter the service
factory
➔ co-operate actively with the
service operation
! Managers should think about
process and output from
customer’s perspective
➔ to identify benefits created and
non-financial costs:
- Time, mental, physical effort
www.aravindts.com
PEOPLE PROCESSING
21. TEXT
MENTAL STIMULUS PROCESSING
● Mental Stimulus Processing
● Ethical standards required when
customers who depend on such
services can potentially be
manipulated by suppliers
● Physical presence of recipients
not required
● Core content of services is
information-based
➔Can’t be ‘inventoried’
www.aravindts.com
22. TEXT
INFORMATION PROCESSING
▪ Information Processing
▪ Information is the most
intangible form of service
output,
▪ But may be transformed into
enduring forms of service
output
▪ Line between information
processing and mental
stimulus processing may be
blurred.
www.aravindts.com
23. TEXT
VALUE ADDED BY PHYSICAL, INTANGIBLE ELEMENTS HELPS DISTINGUISH GOODS AND SERVICES
(FIG 1.16)
www.aravindts.com
24. TEXT
DEFINING SERVICES
Services
▸ Are economic activities offered by one party to another
▸ Most commonly employ time-based performances to bring about desired results in:
▸ Recipients themselves
▸ Objects or other assets for which purchasers have responsibility
In exchange for their money, time, and effort, service customers expect to
obtain value from
▸ Access to goods, labor, facilities, environments, professional skills, networks, and
systems;
▸ But they do not normally take ownership of any of the physical elements involved.
www.aravindts.com
26. TEXT
SERVICES POSE DISTINCTIVE MARKETING CHALLENGES
Marketing management tasks in the service sector differ from those in the manufacturing
sector.
The eight common differences are:
▸ Most service products cannot be inventoried
▸ Intangible elements usually dominate value creation
▸ Services are often difficult to visualize and understand
▸ Customers may be involved in co-production
▸ People may be part of the service experience
▸ Operational inputs and outputs tend to vary more widely
▸ The time factor often assumes great importance
▸ Distribution may take place through nonphysical channels
www.aravindts.com
28. TEXT
SERVICES REQUIRE AN EXPANDED MARKETING MIX
● Marketing can be viewed as:
➔ A strategic and competitive thrust pursued by top management
➔ A set of functional activities performed by line managers
➔ A customer-driven orientation for the entire organization
● Marketing is only function to bring operating revenues
into a business; all other functions are cost centers.
● The “7 Ps” of services marketing are needed to create
viable strategies for meeting customer needs profitably
in a competitive marketplace
www.aravindts.com
29. TEXT
THE 7 PS OF SERVICES MARKETING
● Product elements
● Place and time
● Price and other user outlays
● Promotion and education
● Process
● Physical environment
● People
www.aravindts.com
30. TEXT
TRADITIONAL 4 PS APPLIED TO SERVICES (1)
Product elements
▸ Service products are at the heart of services marketing strategy
▸ Marketing mix begins with creating service concept that offers value
▸ Service product consists of core and supplementary elements
▸ Core products meet primary needs
▸ Supplementary elements are value-added enhancements
www.aravindts.com
31. TEXT
TRADITIONAL 4 PS APPLIED TO SERVICES (2)
Place and time
▸ Service distribution can take place through physical and non-physical
channels
▸ Some firms can use electronic channels to deliver all (or at least some) of
their service elements
▸ Information-based services can be delivered almost instantaneously
electronically
▸ Delivery Decisions: Where, When, How
▸ Time is of great importance as customers are physically present
▸ Convenience of place and time become important determinants of effective
service delivery
www.aravindts.com
32. TEXT
TRADITIONAL 4 PS APPLIED TO SERVICES (3)
Price and other user outlays
▸ Marketers must recognize that customer costs involve more than price paid to
seller
▸ Identify and minimize non-monetary costs incurred by users:
▸ Additional monetary costs associated with service usage (e.g., travel to service location,
parking, phone, babysitting, etc.)
▸ Time expenditures, especially waiting
▸ Unwanted mental and physical effort
▸ Negative sensory experiences
▸ Revenue management is an important part of pricing
www.aravindts.com
33. TEXT
TRADITIONAL 4 PS APPLIED TO SERVICES (4)
Promotion and Education
▸ Plays three vital roles:
▸ Provide information and advice
▸ Persuades the target customers of merit of service product or brand
▸ Encourages customer to take action at specific time
▸ Customers may be involved in co-production so:
▸ Teach customer how to move effectively through the service process
▸ Shape customers’ roles and manage their behavior
www.aravindts.com
34. TEXT
EXTENDED MIX FOR MANAGING THE CUSTOMER INTERFACE (1)
Process
▸ How firm does things may be as important as what it does
▸ Customers often actively involved in processes, especially when acting as co-producers of service
▸ Operational inputs and outputs vary more widely
▸ Quality and content varies among employees, between employees
▸ Variations can be with different customers
▸ Variations from time of the day
▸ Variability can be reduced by:
▸ Standardized procedures
▸ Implementing rigorous management of service quality
▸ Training employees more carefully
▸ Automating tasks
▸ Train employees in service recovery procedures
▸ Manage process design and “flow of customers
www.aravindts.com
35. TEXT
EXTENDED MIX FOR MANAGING THE CUSTOMER INTERFACE (2)
Physical environment
▸ Design servicescape and provide tangible evidence of service performances
▸ Create and maintain physical appearances
▸ Buildings/landscaping
▸ Interior design/furnishings
▸ Vehicles/equipment
▸ Staff grooming/clothing
▸ Sounds and smells
▸ Other tangibles
▸ Manage physical cues carefully— can have profound impact on customer impressions
www.aravindts.com
36. TEXT
EXTENDED MIX FOR MANAGING THE CUSTOMER INTERFACE (3)
People
▸ Interactions between customers and contact personnel strongly
influence customer perceptions of service quality
▸ Well-managed firms devote special care to selecting, training and
motivating service employees
▸ Other customers can also affect one’s satisfaction with a service
www.aravindts.com