Paramjit sharma1

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3 Services Government Sector Courts Employment. Exchanges Hospitals Municipal Services Post Office Schools, Colleges etc

Paramjit sharma4 Services Business Sector Airlines Banks Insurance Management Consultants Lawler's Doctors Motion Pictures

Paramjit sharma5 Services Manufacturers Computers Operators Legal Staff Accountants Administrative Staff Supportive Staff Security Staff

Paramjit sharma6 Transportation Services Public Utilities Communication Trading Services Financial & Insurance Real Estate Services Marketing Services Govt Provided Services Engineering Services Entertainment Business & Professional Others Security Printing Data-Processing Speech Writing Educational Training Interior-Designing Laundry Warehousing Services - another classification

Paramjit sharma7 Service is any act or Performance that one Party can offer to intangible another that is essentially intangible and does not result in ownership of anything. Its production may or may not be tied To a physical product SERVICE DEFINED

Paramjit sharma8 Need For Services & Products Old Age Care Senior Citizen Home Wheel Chair Dental Care Dental Chair Dental Equipments Photography Camera Films Printing

Paramjit sharma9 Pure Goods related Service Related Pure services Bus-ticket Hotel-food Pizza- Home Service Equipments- leasing TV CAR OWEN FRIDGE Car Financing Fan Warranty Gift Presenting Service Company Banking Legal Insurance Hair Styling Consultancy

Paramjit sharma10 Pure goods Goods related Service Related Pure services T.V CAR OVEN FRIDGE BUS-TRAN HOTEL-F PIZZA-HS EQP.- LEASING CAR FIN FAN WAR GIFT-PRE SERVICE- COMP BANKING L SERVICE HAIR STY CONSULT

Paramjit sharma11 DISTINCTIVE CHARACTERSTICS OF SERVICES

Paramjit sharma12 INTANGIBILITY INCONSISTENCY INSEPARABILITY INVEN TORY

Paramjit sharma13 i ntangibility  No physical attributes  Impossible to taste feel hear smell before buying  Cant be easily displayed  Inference from place,people price,symbols…..  Transform intangibility to tangibility Nobody cares As much..Taj I’ve got a piece Of rock… Prudential Macdonald..the Family restaurant

Paramjit sharma14 i ntangibility  No physical attributes  Impossible to taste feel hear smell before buying  Cant be easily displayed  Transform intangibility to tangibility Nobody cares As much..Taj I’ve got a piece Of rock… Prudential Macdonald..the Family restaurant University Degree tangible evidence of knowledge acquired

Paramjit sharma15 Tangibilising the Intangibles Visualization Association Physical Representation Documentation People Involvement Place Advantage Promotion Branding

Paramjit sharma16 Tangibilising the Intangibles Visualization Hotels depicting benefits of dinning at restaurant through Advertisement

Paramjit sharma17 Tangibilising the Intangibles Association Air India Used Friendly Maharaja Shah Rukh with Air-tel

Paramjit sharma18 Tangibilising the Intangibles Physical Representation Citibank credit Card in Gold or Platinum Symbolizes wealth & Status Airlines Dress Symbolizes visibility, reliability and cleanliness

Paramjit sharma19 Tangibilising the Intangibles Documentation Citing fact & figures in support of performance Major Awards Won By Jet Air % Of People Preferring Jet Air Number. One Company in Market Share

Paramjit sharma20 Tangibilising the Intangibles People Involvement People are often Critical Element in service Delivery Training People To be courteous in Hotel for Service Delivery

Paramjit sharma21 Tangibilising the Intangibles Place Advantage The clean, well laid down interiors of a Hotel Room depicts the quality of service

Paramjit sharma22 Tangibilising the Intangibles Promotion Personal Care through Promotion Campaigns offers life long Assurance scheme

Paramjit sharma23 Tangibilising the Intangibles Branding Branding helps in differentiation of the service from competitors The world on time The family Restaurant

Paramjit sharma24 Inconsistency  Diff. Services on diff. Occasions.  Diff. Services to diff. customers Doctors, porters, nurses Waiters, Banks, Shops ……. Variability & Heterogeneity in services

Paramjit sharma25 Inconsistency Different services

Paramjit sharma26 Inconsistency Performance of an Artist

Paramjit sharma27 Strategies for Dealing With Inconsistency Industrial Services Establish Set Rules

Paramjit sharma28 Strategies for Dealing With Inconsistency Industrial Services Hard Technologies- ATM Soft technologies - Standardized Tours Hybrid technologies - low priced repairs

Paramjit sharma29 Strategies for Dealing With Inconsistency Establish Set Rules & procedures Limited Menu Restaurants- Pizza Ensuring consistency in service- 30 minutes Pizza delivery

Paramjit sharma30 inseparability It can not be separated from the creator-seller of The product

Paramjit sharma31 inseparability oCo-production.. dentist/patient oIsolated production.. t.v.serial oSelf-services… ATM, weighing Machine Services are typically produced And consumed simultaneously

Paramjit sharma32 Inventory Inventory relates to perish ability characteristic in Service marketing The services cannot be easily saved, stored or inventoried

Paramjit sharma33 Inventory Empty seats in a stadium for a Cricket game can not be carried To the next game

Paramjit sharma34 Inventory Empty seats at 10 am flight to Bombay does not mean Seats may be available in the next flight

Paramjit sharma35 Inventory Inventory relates to perish ability characteristic in Service marketing The services cannot be easily saved, stored or inventoried

Paramjit sharma36 HighLowCost of inventory Airlines Telecom Nursing home Restu rants HotelsDry Clean,g Insure Co. Property agents Services cant be stored,saved or inventoried

Paramjit sharma37 Strategies for Dealing With Inventory (Perishability) Result Of Demand Variability Match Capacity by Shifting demand— Sunday open Adjusting Prices- lowering or increasing prices Stretch the existing Capacity- 24hrs banking Stretching Facilities- adding manpower/machines

Paramjit sharma38 Factors Influencing Customer Perceptions of Service Perceptions of Service Service Quality Customer Satis- faction Value Service Encounters PriceImage Evidence of Service

Paramjit sharma39 Service Quality Spells Profits Service Quality Customer Retention Costs Price Premium Word of Mouth Margins Profits Defensive Marketing Volume of Purchases Market Share Reputation Sales Price Premium Offensive Marketing

Paramjit sharma40 Three Roles Customers Can Play in Service Delivery Service Delivery Productive Resources Contributors to Quality, Value, and Satisfaction Competitors

Paramjit sharma41 Approaches for Matching Service Delivery and Promises Delivery > or = Promises Manage Service Promises Manage Horizontal Communications Reset Customer Expectations Improve Communica- tions to Customers

Paramjit sharma42 Marketing strategies for service firm  7P,S ….. 4i+People,Phy.Evidence,Process  People.. selection, training, competence, caring, problem solving  Physical Evidence.. demonstrating service quality through Physical Evidence  Process.. adopting different processes to serve the customers

Paramjit sharma43 thanks