introduction to service marketing

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Information about introduction to service marketing
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Published on August 1, 2008

Author: richadinker

Source: authorstream.com

Services Marketing“Services are going to move in this decadeto being the front edge of the industry.” : Services Marketing“Services are going to move in this decadeto being the front edge of the industry.” Presented By RICHA Aim and Objective : Aim and Objective Service Marketing. Characteristics of Services Compared To Goods Service Marketing Mix Customer Expectation of Services Zone of Tolerance Factors That Influnces Customer Expectations Of Services Services : Services Services: Deeds, Processes and Performances. Example: IBM. Technically “All Economic activities whose output is not a physical product or construction, consumed at the time it is produced and provides added value in forms, that are essentially intangible concerns of its first purchaser.” Characteristics Of Services Compared To Goods : Characteristics Of Services Compared To Goods Services Marketing Mix : Services Marketing Mix Traditional Marketing Mix Product Place Promotion Price Expanded Marketing Mix For services People Physical evidence Process The Customer Gap : The Customer Gap Expected Services Perceived Services Customer Gaps Customer Expectation of Services : Customer Expectation of Services Levels of Expectations Desired Services Adequate Services Zone of Tolerance Zone Of Tolerance : Zone Of Tolerance Desired Service Adequate Service Zone of Tolerance Factors That Influence Customer Expectations of Services : Factors That Influence Customer Expectations of Services Sources of Desired Service Expectations Personal Needs. Lasting Service Intensifiers. Sources of Adequate Service Expectation Temporary Service Intensifier Percieved Service Alternatives Situational Factors Predicted Services

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