introduction to service marketing

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By: cvatitan (110 month(s) ago)

Its very usefull. I have downloaded it. Thank you very much for sharing. If u tell future trends in Customer Service in next 5 / 10 years it will be great for us starting working in that direction. Thank u once again from cvablr2009@gmail.com

By: monika_bbi (125 month(s) ago)

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Presentation Transcript

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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