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Printable Handouts
Navigable Slide Index
- Introduction
- The difference of service marketing
- If you are a marketing manager
- Outline of this talk
- Defining a service
- Services now dominate developed economies
- 20th century England-industrial/service revolution
- All businesses are service businesses
- Key characteristics of services
- Intangibility
- Intangibility increases perceived risk of service
- Holidays are very intangible
- Inseparability
- Designing' the customer into the service
- Key issues in consumer co-production
- Inseparability can be overcome
- Variability
- Service quality
- Perishability
- Demand and supply management
- Ownership of services
- Marketing challenges for a gym
- Analysis of the service offer
- The core service
- Core service offer of a mobile phone
- The secondary service
- The secondary service - example
- An extended services marketing mix
- She should make her customers happy
- Marketing and operations management
- An integrated view
- Services marketing vs. goods marketing
- The goods services continuum
- Goods as 'self-services'
- Credit crunch- many service sectors suffering
- Coffee machine makers do well…
- A service dominant logic of marketing
- A new car- goods or service based product
- Thank you
This material is restricted to subscribers.
Topics Covered
- Service based economies
- Effects of intangibility, inseparability and perishability
- Designing service processes
- Industrialisation of services
- Service failure and recovery
- The interface between services marketing, operations management and human resource management
- Managing demand and capacity for services
- Service quality
- Service dominant
Talk Citation
Palmer, A. (2024, November 28). Services marketing [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved December 6, 2024, from https://doi.org/10.69645/RYKV3856.Export Citation (RIS)