Service Marketing 10MBAMM314 Syllabus Module I Introduction to services: What are services‚ Why service marketing‚ Difference in goods and service in marketing‚ Myths about services‚ Concept of service marketing triangle‚ Service marketing mix‚ GAP models of service quality Module II Consumer behaviour in services: Search‚ Experience and Credence property‚ Customer expectation of services‚ Two levels of expectation‚ Zone of tolerance‚ Factors influencing customer expectation of services Customer
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Case Analysis – Giant Consumer Products 1) Using data in Exhibits 1 & 4 develop solution templates in Exhibit 3 for Sanchez. From the table above‚ it is clear that the impact of a promotion cannot be considered in isolation. On the whole‚ the promotion has resulted in a loss instead of a profit for the Dinardo range of products. Considered in isolation a promotion on Dinardo 32 may look attractive but overall it’s a loss-making proposition. 2) Do you advise Sanchez to run
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Marketing Strategies Glenda Higgins Marketing 500 June 16‚ 2013 Dr. Adina Scruggs Strayer University Introduction Marketing Strategy is defined as a marketing plan designed to achieve marketing objectives. A Marketing Strategy combines all its marketing goals into one comprehensive plan. A good marketing strategy should be drawn from market research and focus on the right product mix in order to achieve the maximum profit potential and sustain the business. The marketing strategy
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Introduction to Services Marketing In general‚ goods can be defined as objects‚ devices‚ or things‚ whereas products refer to both goods and services. A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product. The distinction between goods and services is not perfectly clear. Service is the sum of all encounters between a customer and a service provider
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Australasian Marketing Journal 18 (2010) 41–47 Contents lists available at ScienceDirect Australasian Marketing Journal journal homepage: www.elsevier.com/locate/amj How the local competition defeated a global brand: The case of Starbucks Paul G. Patterson *‚ Jane Scott‚ Mark D. Uncles School of Marketing‚ Australian School of Business‚ University of NSW‚ Sydney‚ NSW 2052‚ Australia a r t i c l e i n f o a b s t r a c t Americanised the coffee tradition. Keywords: Service brands
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Green marketing has been an important academic research topic since it came about (Coddington‚ 1993; Fuller‚ 1999; Ottman‚ 1994). Attention was drawn to the subject in the late 1970’s when the American Marketing Association organized the first ever workshop on ‘Ecological Marketing’ in 1975 which resulted in the first book on the subject‚ entitled‚ ‘Ecological Marketing’ by Henion and Kinnear in 1976. The first definition of ‘green marketing’ was according to Henion (1976); “the implementation
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The traditional way of viewing the components of marketing is via the four Ps: 1. Product. Goods and services (creating offerings). 2. Promotion. Communication. 3. Place. Getting the product to a point at which the customer can purchase it (delivering). 4. Price. The monetary amount charged for the product (exchange). Introduced in the early 1950s‚ the four Ps were called the marketing mix‚ meaning that a marketing plan is a mix of these four components. If the four Ps are the same as
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Barrows Consumer Products 1) What are some of the factors causing the problems in measuring performance in the Southeast Asia sector? Comparing the performance of divisions operating in different countries is difficult due to legal‚ political‚ social‚ economic and currency differences. Additionally companies in different countries may adopt different accounting standards‚ which makes the financial statement not comparable. Calculation on ROI‚ RI and EVA for subunits that operate in different
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Introduction A service quality gap analysis is a management technique and a setting performance standard which is based on the actual level of business performance and delivered. By analyzing five gaps‚ firms can find some way to increase company’s profit and performance. Service quality gaps always occur in the real business environment and it is an inevitable problem. However‚ enterprises often based on their customers‚ markets and their product quality to analysis their SERVQUAL and help them
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1.0 OVERVIEW OF THE SERVICE INDUSTRY We have always had service industries‚ and indeed there are numerous biblical references to services as diverse as inn keeping‚ money lending and market trading. Over time‚ the service sector has grown in volume and in the importance attributed to it. According to Baker J.M et al‚ The Marketing Book 5th Ed‚ (2003)‚ early economists saw services as being totally unproductive‚ adding nothing of value to an economy. He quotes Adam Smith as having included
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