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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Lecture Topic 1 : The Service Sector Reading : Chapter 1‚ Services Marketing : People‚ Technology‚ Strategy by Kotler & Wirtz‚ 7th Edition. The Service Sector- some facts : • In the West‚ business conditions generally remain difficult for service sector firms with falling prices hitting profitability. - The service sector typically accounts for between 66% and 75% of GDP in most of the more highly developed economies. (Central Intelligence Agency‚ 2011)
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OPERATIONS MANAGEMENT IN SERVICE AND MANUFACTURING ENVIRONMENTS In defining an organization we usually come across two major categories of organizations. First Manufacturing organization and the other Service organization. Both‚ above-mentioned organizations are completely different from one another and hence the role of operations management is different in both. Operations management is mainly concerned with making the proper use of available resources of the organization. Resources available
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Services Marketing A service is the action of doing something for someone or something. It is largely intangible (i.e. not material). A product is tangible (i.e. material) since you can touch it and own it. A service tends to be an experience that is consumed at the point where it is purchased‚ and cannot be owned since is quickly perishes. A person could go to a café one day and have excellent service‚ and then return the next day and have a poor experience. So often marketers talk about the nature
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Gold Spa and Fitness Club Marketing for Services Project Report By: Ali Owais Arshia Azhar Arsalan Khan Hassan Tahir M.Adeel Tariq Momin Malik Ibrahim Farukh Haroon Ahmed June 27‚ 2012 Lahore School of Economics Table of contents Executive Summary……………………………………………………………………3 Introduction…………………………………………………………………………….4 Core and Supplementary services…………………………………………………….5 3 Stage model of consumption…………………………………………………………8 Flower of Service……………………………………………………………………….11 Distribution
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concept of Customer Service Management based on customer involvement with Hotel-81. Researches in this report include academic journal articles‚ press release‚ newspaper report and textbook references dated no later than year 2008. In order to attain value co-creation‚ examinations of Critical Incidents and Zone of Tolerance behaviour in service encounter were used to study the target audience of Hotel-81. Models such as the SERVQUAL‚ Servicescape‚ Service Blueprint and Service Encounter traits were
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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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purchasing services Services account for about 71 percent of the gross national product (GNP) and 75 percent of the employment in the United States (West 1997). A study sponsored by GAPS Research (formerly the Center for Advanced Purchasing Studies) found that in a cross-section of 116 large organizations‚ over half of the purchase dollars (54 percent) were spent on services (Fearon and Bales 1995). Consequently‚ purchasing departments are becoming more involved with the purchase of services. According
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the requirements of the PGDM-BM Program-2012-14’ ACKNOWLEDGEMENT It is with a great sense of gratitude‚ I acknowledge the efforts of the entire hosts of well wishers who have in some way or the other contributed to the success and completion of this Summer Internship Project. I take this opportunity to convey my heartfelt thanks to Dr.Chitra Ramanan and Prof.Suniel Deshpande‚ Chairpersons‚ Pharma and Biotech and Prof.Jharna
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organized retail formats have transformed the face of Retailing in India. The retail sector is broadly classified in to two groups; organized and unorganized retail sector. The organized retailing refers to trading activities undertaken by licensed retailers‚ that is‚ those who are registered for sale tax‚ income tax‚ etc. These include the Corporate – backed hypermarkets and retail chains‚ and also privately owned large retail businesses. It is not just stocking and selling but is more about efficient supply
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