module 01 introduction to service marketing
DESCRIPTION
MKT8003 Services marketing management Faculty of Business and Law. Module 01 Introduction to service marketing . Importance of services in the Asia-Pacific Region. Services are going to move in this decade to being the front edge of the industry IBM former CEO Louis V. Gerstner. - PowerPoint PPT PresentationTRANSCRIPT
Module 01
Introduction to service marketing
MKT8003Services marketing
managementFaculty of Business and Law
Importance of services in the Asia-Pacific Region
2
Services are going to move in this decade to being the front edge of the industry
IBM former CEO Louis V. Gerstner
Value added utilities• Time based utility: airlines, car hire, cleaning and maintenance services etc.
• Place based utility: distribution, retailing, telecommunicat - ions, serviced offices etc.
• Form based utility: medical, hairdressing, investment management, sports and leisure etc.
• Problem solving utility: consulting, research services, legal services, IT services etc. 3
Managing the 7Ps Requires Collaboration between Marketing, Operations, and HR Functions
Customers
Operations Management
Marketing Management
Human Resources Management 4
DHL’s Integrated Marketing Campaign
6
Introduction to service marketing
1. Identity and justify your firm selection and why this firm offers a good case opportunityfor you to examine and analyse. (250 words)
7
8
9
10