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Service Marketing
NIEC 2012/ BY ASHIMA KAPOOR
Service Industry Contribution in an Economy
1. India ranks fifteenth in the services output .
2. Service sector provides employment to around 23% of the total workforce in the country.
3. The Sector of Services in India has the biggest share in the country's GDP for it accounts for around 53.8% in 2005.
4. the Services Sector in India accounts for over half of the country's GDP.
Services
“Any activity or benefit that one party can offer to another that is essentially intangible & does not result in the ownership of anything. It’s production may or may not be tied up to a physical product.”
Definition 2
Deeds, processes, performances
Open system view of services
Service Ki Duniya
• Professional services– Lawyer, architect, estate agent
• Medical services– Hospitals, clinics, ambulances
• Hospitality– Restaurants, hotels
• Travel and Tourism– Airlines, railways, guides
• Utilities– Reliance Energy, BEST
• Retail• Finance, IT, consulting, BPOs, couriers, advertising• Telecom
– Telephony, VAS providers, location-based operators• The Internet• The entertainment economy!• And the strange ones
– Sneaker washer, Dog food dabba, gaming grunt, life coach
Prodices & Serducts
• Very few pure services or pure products
• Most offerings are a varying mix of both
• Some products deliver intangible benefits; or add a smattering of service to differentiate.
• Some services have a physical component
‘‘Tangibility Tangibility Spectrum’Spectrum’‘‘Tangibility Tangibility Spectrum’Spectrum’
Prodices and Serducts: Exercise
• Hyundai i20• Yash Raj Films• Pakistan Cricket Team• Barack Obama• McDonald’s• MDH Chana Masala• Accenture• Bisleri
Spectrumated
• MDH Chana Masala• Bisleri• Hyundai i20
• McDonald’s
• Yash Raj Films• Accenture• Barack Obama/Pakistan cric
Why Service Marketing
• Some exam
• Your career
• The entire economy
Products vs. Services
• Tangible vs. Intangible
• Standardised vs. Heterogenous
• Production & Consumption– Separate vs. simultaneous
• Nonperishable vs. perishable
Cannot be inventoried, Cannot be inventoried, patented, displayed, pricedpatented, displayed, priced
Delivery, quality and Delivery, quality and satisfaction depend on many satisfaction depend on many factorsfactors
Customers participate, affect Customers participate, affect each other and transaction; each other and transaction; mass production is difficultmass production is difficult
Supply and demand; return and Supply and demand; return and second-hand salesecond-hand sale
Services Vs Goods
Services GoodsIntangible Tangible
Heterogeneous Homogenous
Produced in Buyer Seller interaction Produced in factory
Production, distribution & consumption takes place simultaneously
All three are separate & independent
Consumers participate in production Consumers don’t generally participate
Cannot be stored Can be stored
Transfer of ownership cannot take place Transfer of ownership does take place
Characteristics of Services
Classification of Services
• It is required to design & apply marketing techniques to completely satisfy the customer & increase profits & identify new emerging services. •Classifications can be done on following basis:• Classification by Industry• Classification by Target Effect• Skill level of service provider (Professional/ Nonprofessional)• Labor intensiveness (People-based/Equipment-based)• Degree of customer contact (High / Low)• Goal of the service provider (Profit /Nonprofit)
Classification By Industry
• Entertainment industry• Education• Telecommunications• Finance & Insurance• Transportation• Public utilities• Government services• Health• Hospitability Industry• Business services• Telecommunications• Trading
Classification of Services
• Based on Degree Of Customer Involvement: ( Lovelock)
• People Processing: Services aimed at physical care e.g. Healthcare, clinics, restaurant, hospitals, hair stylists, fitness centers
• Mental Stimulus Processing: Services aimed at mind of customer e.g. Education, information, entertainment, consulting, psychotherapy
• Possession Processing: Services aimed at physical possession & tangible assets e.g. repair & maintenance, laundry, repair services, landscaping, house cleaning services
• Information Processing : Services for intangible assets e.g. Banking, legal consultation, brokerage, financial services.
Skill level of service provider
•Teacher
•Doctor
•Engineer
•Accountant
Labor intensiveness
•Mechanic• •Electrician
•Labor
•Plumber
•Artisan
Degree of customer contact
•High Degree (Every day) – TV channels, mobile etc.
•Moderate Degree (Regular) – Teacher, Barber, washer man etc.
•Low Degree ( Occasional ) – Priest, Doctors etc.
Service/Product Bundle
Element CoreGoods Example
Core Service
Example
Business Custom clothier Business hotel
Core Business suits Rooms
Peripheral
Goods
Garment bag Bath robe
Peripheral
Service
Deferred payment plans
In house restaurant
Variant Coffee lounge Airport shuttle
The Service Process Matrix
Degree of labor Intensity
Degree of Interaction and Customization
Low High Low
Service factory: * Airlines * Trucking * Hotels * Resorts and recreation
Service shop: * Hospitals * Auto repair * Other repair services
High
Mass service: * Retailing * Wholesaling * Schools * Retail aspects of commercial banking
Professional service: * Doctors * Lawyers * Accountants * Architects
(Nature of the Service )(Nature of the Service )
Direct Recipient of the Service Nature of the Service
People
Things
Tangible actions
People’s bodies:
Health care Passenger transportation Beauty salons Exercise clinics Restaurants
Physical possessions:
Freight transportation Repair and maintenance Veterinary care Janitorial services Laundry and dry cleaning
Intangible actions
People’s minds:
Education Broadcasting Information services Theaters Museums
Intangible assets:
Banking Legal services Accounting Securities Insurance