Professional Documents
Culture Documents
Chapter 1 - 1
Overview of Chapter 1
Why Study Services? What are Services? The Marketing Challenges Posed by Services The Expanded Marketing Mix Required for Services
Chapter 1 - 2
In todays marketplace consumers have the power to pick and choose as never before.
As consumers of 21st century everything may be so routine that you hardly notice them unless something goes wrong. B2C & B2B
Chapter 1 - 3
For profit and non profit services differ in their underlying goals, although both want to create for their various stakeholders. For profit businesses seek to achieve financial profit subject to social constraint whereas non profit service suppliers seek to achieve social profits subject to financial constraints
Chapter 1 - 4
Some Newer Service Industries Profiled by NAICS Codes But Not SIC
Casino Hotels
Continuing Care Retirement Communities Diagnostic Imaging Centers Medical Centers Industrial Design Services Investment Banking and Securities Dealing Management Consulting Services Satellite Telecommunications
Telemarketing Bureaus
Temporary Help Services
Chapter 1 - 5
Chapter 1 - 6
Chapter 1 - 7
Policies
Globalization
New markets and product categories Increase in demand for services More intense competition
Success hinges on: Understanding customers and competitors Viable business models Creation of value for customers and firm
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 1 - 8
Policies
Globalization
Chapter 1 - 9
Policies
Globalization
Rising consumer expectations More affluence More people short of time Increased desire for buying experiences
versus things equipment
Policies
Globalization
Push to increase shareholder value Emphasis on productivity and cost savings Manufacturers add value through service and
sell services
More strategic alliances and outsourcing Focus on quality and customer satisfaction Growth of franchising Marketing emphasis by nonprofits
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 1 - 11
Policies
Globalization
Growth of the Internet Greater bandwidth Compact mobile equipment Wireless networking Faster, more powerful software Digitization of text, graphics, audio, video
Slide 2007 by Christopher Lovelock and Jochen Wirtz
Chapter 1 - 12
Policies
Globalization
Increased international travel International mergers and alliances Offshoring of customer service Foreign competitors invade domestic markets
Chapter 1 - 13
A fresh perspective: Services involve a form of rental, offering benefits without transfer of ownership
Include rental of goods Marketing tasks for services differ from those involved in selling goods and transferring ownership
Chapter 1 - 14
Chapter 1 - 15
Defining Services
Services
Are economic activities offered by one party to another Most commonly employ time-based performances to bring about desired results in:
recipients themselves objects or other assets for which purchasers have responsibility
In exchange for their money, time, and effort, service customers expect to obtain value from
Access to goods, labor, facilities, environments, professional skills, networks, and systems But they do not normally take ownership of any of the physical elements involved
Chapter 1 - 16
Marketing management tasks in the service sector differ from those in the manufacturing sector
The eight common differences are:
1. 2. 3. 4. 5. 6. 7. 8. Most service products cannot be inventoried Intangible elements usually dominate value creation Services are often difficult to visualize and understand Customers may be involved in co-production People may be part of the service experience Operational inputs and outputs tend to vary more widely The time factor often assumes great importance Distribution may take place through nonphysical channels
Customers may be
turned away
Intangible elements
usually dominate value creation
Harder to evaluate
service and distinguish from competitors
Educate customers on
making good choices; offer guarantees
Customers may be
involved in coproduction
Interaction between
customer and provider; but poor task execution could affect satisfaction
Develop user-friendly
equipment, facilities, and systems; train customers, provide good support
Chapter 1 - 19
Behavior of service
personnel and customers can affect satisfaction
Electronic channels or
voice telecommunications
Create user-friendly,
Chapter 1 - 20
Value Added by Physical, Intangible Elements Helps Distinguish Goods and Services (Fig 1.6)
Physical Elements
High
Salt Detergents CD Player Wine Golf Clubs New Car Tailored clothing Fast-Food Restaurant
Plumbing Repair Health Club Airline Flight Landscape Maintenance Consulting Life Insurance Internet Banking
Low
Intangible Elements
Services Marketing 6/E
High
Chapter 1 - 21
Marketing is the only function to bring operating revenues into a business; all other functions are cost centers The 8Ps of services marketing are needed to create viable strategies for meeting customer needs profitably in a competitive marketplace
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Physical channels
Electronic channels Customer control and convenience Channel partners/intermediaries
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The 8Ps of Services Marketing: (3) Price and Other User Outlays
Marketers must recognize that customer outlays involve more than price paid to seller Traditional pricing tasks:
Selling price, discounts, premiums Margins for intermediaries (if any) Credit terms
Chapter 1 - 26
Content
Information, advice Persuasive messages Customer education/training
Chapter 1 - 27
Badly designed processes waste time, create poor experiences, and disappoint customers
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 1 - 28
Manage physical cues carefully can have profound impact on customer impressions
Slide 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 1 - 29
Ideally, strategies should be sought to improve both productivity and quality simultaneouslytechnology often the key
Technology-based innovations have potential to create high payoffs But, must be user friendly and deliver valued customer benefits
Chapter 1 - 31
Marketing Management