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Chapter 12: Services and Nonprofit Organization
Marketing
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Introduction to
Designed & Prepared by Laura RushB-books, Ltd.
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Learning Outcomes
Discuss the importance of services to the economy
Discuss the differences between services and goods
Describe the components of service quality and the gap model of service quality
Develop marketing mixes for services
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LO1
LO2
LO3
LO4
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Learning Outcomes
Discuss relationship marketing in services
Explain internal marketing in services
Discuss global issues in services marketing
Describe nonprofit organization marketing
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LO5
LO6
LO7
LO8
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How Services Differ from Goods
IntangibleIntangible
InseparableInseparable
HeterogeneousHeterogeneous
PerishablePerishable
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Components of Service Quality
TangiblesTangibles The physical evidence of a service.
The physical evidence of a service.
EmpathyEmpathy Caring, individualized attention to customers.Caring, individualized attention to customers.
AssuranceAssurance The knowledge and courtesyof employees.
The knowledge and courtesyof employees.
ResponsivenessResponsiveness The ability to provideprompt service.
The ability to provideprompt service.
ReliabilityReliability The ability to perform dependently, accurately, and consistently.
The ability to perform dependently, accurately, and consistently.
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Product Strategies for Services
ServiceMix
Standardizationor
Customization
Core andSupplementary
Process
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Place (Distribution) Strategy
SchedulingScheduling
LocationLocation
Direct or indirect distribution
Direct or indirect distribution
Number of outletsNumber of outlets
ConvenienceConvenience
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Promotion Strategy
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Engage in postpurchase communication
Engage in postpurchase communication
Create a strong organizational image
Create a strong organizational image
Use personal informationsources
Use personal informationsources
Stress tangible cuesStress tangible cues
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Price Strategy
• Define the unit of service consumption
• Determine if multiple elements are “bundled”or priced separately
Pricing Challenges for Services
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Pricing Objectives
Revenue-OrientedPricing
Operations-OrientedPricing
Patronage-OrientedPricing
Maximize the surplus of income over costs
Match supply and demand by varying price
Maximize the number of customers by varying price
Online
http://www.etrade.comhttp://www.tdameritrade.comhttp://www.schwab.com
10
Online
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Relationship Marketing
Attracting, developing, and retaining customer relationships to build strong customer loyalty.
Level 1: Pricing incentives
Level 2: Pricing incentives + social bonds with customers
Level 3: Pricing incentives + social bonds + structural bonds
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Internal Marketing
Treating employees as
customers and developing
systems and benefits that
satisfy their needs.
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Global Issues in Services Marketing
• The U.S. is the world’s largest exporter of services.– International competition is increasing.
• To be successful, global service firms must determine the nature of the core product.– Additional services– Place– Promotion– Pricing– Distribution
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Nonprofit Organization Marketing
Market intangible productsMarket intangible products
Production requires customer’s presenceProduction requires customer’s presence
Services vary greatlyServices vary greatly
Services can not be storedServices can not be stored
Shared Characteristics
with Service
Organizations
Shared Characteristics
with Service
Organizations
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Nonprofit Organization Marketing
Identify desired customersIdentify desired customers
Specify objectivesSpecify objectives
Develop, manage, eliminate programs and servicesDevelop, manage, eliminate programs and services
Decide on pricesDecide on prices
Schedule events or programsSchedule events or programs
Communicate their availabilityCommunicate their availability
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Objectives
Provide services that respond to the wants of :
Users
Payers
Donors
Politicians
Appointed officials
Media
General Public
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Target Markets
Apathetic or strongly opposed
targets
Apathetic or strongly opposed
targets
Pressure to adopt undifferentiated segmentation
Pressure to adopt undifferentiated segmentation
Complementary positioning
Complementary positioning
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Product Decisions
• Benefit complexity
• Benefit strength
• Low involvement
Distinctions between Business and Nonprofit Organizations
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Promotion Decisions
Sales promotion activities
Public service advertising
Professional volunteers
Online
http://www.adcouncil.com
Peer-to peer-communicationsPeer-to peer-communications
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Pricing Decisions
Below-cost pricingBelow-cost pricing
Separation betweenpayers and users
Separation betweenpayers and users
Indirect paymentIndirect payment
Nonfinancial pricesNonfinancial prices
Pricing objectivesPricing objectives
Characteristics Distinguishing
Pricing Decisionsof Nonprofit
Organizations
Characteristics Distinguishing
Pricing Decisionsof Nonprofit
Organizations
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2013All Rights Reserved