service sector management new
TRANSCRIPT
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Presented by :
Akshada Chavan
Trupti Parmar
Akash Shah
Sagar Salvi
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Presentation on:
Introduction to Service Marketin
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Meaning of Service
Service is a form of product which consist of activities, benefi
satisfactions
Services are consumed at the point of sale and provides benef
customers
Example: Teaching, Banking, Beauty parlors.
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Definition of service
Services are the activities, benefits, or satisfactions which are osale or are provided in connection with the sale of goo
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Distinctive characteristics of servic
Intangibility Perishability Inseparability Variability Ownership SimultaneityQua
measur
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Role of Services in Modern Econom
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Goods service continuum
Continuum is a tool to understand differences and similari
relation between goods and services.
Marketer can differentiate goods from services with the h
concept of goods service continuum.
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Goods services continuum Companies offering tangible goods
Services along with tangible goods
Goods and services in nearly equal measure
Services accompanied by minor goods
Pure services is not accompanied by goods
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Goods v/s service marketing
Tangible
Homogenous
Production and distribution areseparated
A thing
Customers do not participate inthe production process
Can be kept in stock
Transfer of ownership
Intangible
Heterogeneous
Production, distribution aconsumption are simultaneprocesses
An activity or process
Customers participate in tproduction
Cannot be stocked
No transfers of ownership
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Marketing Challenges of Services
Keeping upwith themarketingtrends andstrategies.
Losing a major
client.
A newcompetitor inthe market.
Offering aservice that
clients need butdont know it.
L
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Services Marketing Environment
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Services Marketing Environment
Establishment of a service.
Social/Political/EconomicEnvironment.
Policies, decisions and activitieschange.
It provides a service context.
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Types of Services Marketing EnvironmInternal Environment
Internalcustomers
Externalcustomers
Competitors
Suppliers
Regulators
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Types of Services Marketing EnvironmExternal Environment
Economic Environment
Political Environment
Regulatory Environment
Technological Environment
Socio-cultural Environment
Demographic Environment
Natural/Physical/Ecological Environment
International Environment
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