Chapter 1 Introduction to Service Marketing Contents [A] MEANING AND DEFITION [B] FACTORS RESPONSIBLE FOR GROWTH OF SERVICE SECTOR [C] ROLE OF SERVICES [D] CHARACTERISTICS OF SERVICES [E] CLASSIFICATION OF SERVICES [F] SERVICE MARKETING ENVIRONMENT [G] GOODS/SERVICE MARKETING [H] PRODUCT SERVICE CONTINUUM [I] CONSUMER BEHAVIOUR [J] SERVICE MARKETING TRINITY [K] SERVICE GUARANTEE [L] SERVICE ENCOUNTER [M] ZONE OF TOLERANCE [N] CORE AND SUPPLEMENTARY PRODUCT [O] BUYING ROLES [P]
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Service Marketing Control Continuous: 20% group assignment week 10 20% individual week 8 20% test: 2 Q° during 2 hours Subject to analyse: Service Organization (can be from food sector (restaurant)‚ hotel‚ education‚ hospital (medical services…) See from both sides: Favourable and Unfavourable (+suggestion to ameliorate an unfavourable point) Marketing Mix Service: 7P’s : Product Intangible product‚ you do not own the product‚ experience of using it. You don’t buy the provider of the service
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Unit 1 – i Introduction to Marketing 1 About Me… b Professor Mark Runge markrunge.rmit@gmail.com k it@ il Cell # by request Office hours are by appointment 2 Class Structure The course will be structured as follows – I will lecture for the first part of class I will then assign discussion questions for groups to answer. You will have 20min to formulate your answers. You will then share these answers with the class. 3 Assessment Assignment 1: A
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BMA791 SERVICES MARKETING Semester 1‚ 2013 THIS UNIT IS OFFERED IN: Hobart Teaching Team: Dr Rob Hecker Marcus Bai Xuesong CRICOS Provider Code: 00586B Contact Details Unit Coordinator & lecturer: Dr Rob Hecker Campus: Hobart Room Number: 307 Email: Rob.Hecker@utas.edu.au Phone: +61 3 6226 1774 Fax: +61 3 6226 2170 Consultation Time: By appointment 2 Contents Contact Details ……………………………………………………………………………………………………………………… Page 2
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achieve international growth be it service or manufacturing sector. There are many routes for expansion such as‚ Greenfield investment‚ Joint venture‚ Mergers and acquisitions‚ sales or marketing alliances (The Economist‚ 2007). There will be many obstacles to achieve this. Services are an important part of global economy and this is increasing. While most of the international business strategies and theories which are good for manufacturing sector could be used for service firms but there are critical
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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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Unit 3 ‘Introduction to Marketing’ Unit 3 ‘Introduction to Marketing’ In this document you will find: information about Unit 3‚ an explanation of the work method‚ the assignments‚ a work schedule and a checklist. Aim and purpose The aim and purpose of this unit is to give learners an understanding of how marketing‚ research and planning and the marketing mix are used by organisations. Unit introduction Marketing is at the heart of every organization’s activity. Its importance is also growing
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LECTURER NOTES: Marketing Mix: * The marketing process involves understanding the market to create‚ communicate and deliver an offering for exchange. * The marketing process is an ongoing cycle and often marketers will be undertaking multiple tasks simultaneously. * Marketers start by understanding the consumers‚ the market‚ and how they (the company‚ product or brand) are currently situated. * This may involve undertaking some market research to gain insights into a problem
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case study. Lastly we would also like to thank our seniors and our friend for their valuable time for their support. TABLE OF CONTENT: EXECUTIVE SUMMARY .....................................................................................3 INTRODUCTION.................................................................................................4 QUESTION AND ANSWERS................................................................................6 CONCLUSION...............................
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Introduction The complex conditions of modern business and increase in almost all aspects of services operation have compelled the management of every service industry to place emphasis on the efficient and effective method of presenting its service. The need for marketing in service industry cannot be overemphasized‚ the degree of marketing activities in a company depends on the size of the market. Traditionally‚ executives in service industries have not been market driven. They have lagged behind
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