Services Marketing :Services Marketing


The service sector :The service sector The services sector has been growing at a rate of 8% per annum in recent years More than half of our GDP is accounted for from the services sector This sector dominates with the best jobs, best talent and best incomes


“There are no such thing as service industries.There are only industries whose service components are greater or less than those of other industries. Everybody is in service.” :“There are no such thing as service industries.There are only industries whose service components are greater or less than those of other industries. Everybody is in service.” -Theodore Levitt-


What is services? :What is services? It is the part of the product or the full product for which the customer is willing to see value and pay for it.


What is a service? :What is a service? It is intangible. It does not result in ownership. It may or may not be attached with a physical product


Difference between physical goods and services :Difference between physical goods and services


Most products have a service component :Most products have a service component They could be Equipment based People based – varying skill levels


Services could meet :Services could meet Personal needs – haircuts, tution, massage parlours Business needs – courier services, office cleaning services, delivering fresh flowers


Characteristics of services :Characteristics of services Intangibility Inseparability Perishability Variability


The three additional ‘P’s of Service Marketing :The three additional ‘P’s of Service Marketing People Physical evidence Process


Qualities of services :Qualities of services Search qualities Experience qualities Credence qualities


Differentiation in services :Differentiation in services Offering Faster and better delivery Image


Managing Service quality :Managing Service quality Gap between management perceptions and consumer expectations Gap between management perceptions and service quality specifications Gap between service quality specifications and service delivery Gap between service delivery and external communication Gap between expected service and perceived service


Determinants of service quality :Determinants of service quality Reliability – delivering on promises Responsiveness – willing to help Assurance – inspiring trust and confidence Empathy – individualising customers Tangibles- physical representation


Moments of truth :Moments of truth It is the customer – service encounter Every positive or negative experience of the consumer would have fall-out on the overall service experience


In services, the last experience remains uppermost in your mind. Therefore, it is not enough to be good, you have to be consistently good :In services, the last experience remains uppermost in your mind. Therefore, it is not enough to be good, you have to be consistently good


Services Monitoring :Services Monitoring Continuous auditing of competitor service levels versus own company Importance - performance analysis


Importance – Performance Analysis :Importance – Performance Analysis I M P O R T A C E P E R F O R M A N C E


Service quality is directly proportional to employee satisfaction :Service quality is directly proportional to employee satisfaction


When customers visit a service establishment :When customers visit a service establishment Their satisfaction will be influenced by Encounters with service personnel Appearance and features of service facilities – exterior and interior Interactions with self service equipment Characteristics and behaviour of other customers


Customer Service Expectations :Customer Service Expectations Desired Service – the ‘wished for’ service Adequate Service – the service that would be acceptable


Zone of Tolerance :Zone of Tolerance Difference between the desired service and the adequate service


Service Encounter Themes :Service Encounter Themes Recovery Adaptability Spontaneity Coping


Recovery :Recovery Don’t Ignore customer Blame customer Leave customer to fend for himself Downgrade Act as if nothing is wrong ‘pass the buck’ Do Acknowledge problem Explain causes Apologise Compensate/upgrade Lay out options Take responsibility


Adaptability :Adaptability Don’t Promise and fail to keep them Show unwillingness to try Embarrass the customer Laugh at the customer Avoid responsibility Do Recognise the seriousness Acknowledge Anticipate Accommodate Adjust Explain rules/policies


Spontaneity :Spontaneity Don’t Exhibit impatience Yell/laugh/swear Steal from customers Discriminate Ignore Do Take time Be attentive Anticipate needs Listen Provide information Show empathy


Coping :Coping Don’t Take customer’s dissatisfaction personally Let customer’s dissatisfaction affect others Do Listen Try to accommodate Explain Let go of the customer


Types of complainers :Types of complainers Passives Voicers Irates Activists


Customer complaints :Customer complaints It pays to resolve customer complaints On an average only 5 % dissatisfied customers complain. Others simply go over to the competitor A satisfied consumer speaks to an average of 3 people on his her experience A dissatisfied consumer gripes to on an average 11 persons about his/her unpleasant experience


Companies that pay importance to resolving customer complaints :Companies that pay importance to resolving customer complaints Pay attention to quality and training of manpower recruited Have clear benchmarks on service quality and communicate to employees Take remedial steps to improve customer satisfaction and prevent repeats of customer dissatisfaction Have a data base on customer complaints that is periodically analysed and policies adjusted


Satisfied employees will produce satisfied customers :Satisfied employees will produce satisfied customers Morale Motivation Mood


Managing Service Productivity :Managing Service Productivity Giving quality service is an expensive business Not every consumer is willing to pay extra for service quality Service providers would have to find their optimum service quality/cost ratios Can technology substitute part of the labour content? Can customers substitute part of the labour content? Making services obsolete by product innovations