1. SERVICES MARKETING
Mr.K.Mohan Kumar

2. Implications of Intangibility
Services cannot be inventoried
Services cannot be easily patented
Services cannot be readily displayed or communicated
Pricing is difficult
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Unit I -16BA727 - Services Marketing - K.Mohan Kumar, AP/MBA

3. Implications of Heterogeneity
Service delivery and customer satisfaction depend on employee and customer actions
Service quality depends on many uncontrollable factors
There is no sure knowledge that the service delivered matches what was planned and promoted
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Unit I -16BA727 - Services Marketing - K.Mohan Kumar, AP/MBA

4. Guess Who?

5. Identify this retail pioneer in India
Identify this retail pioneer in India. He set up Food world, Music World, Health and Glow as CEO Spencer. He passed in 2017.

6. P.K.Mohapatra

7. Indian Railways has launched a premium train service , Tejas Express
Indian Railways has launched a premium train service , Tejas Express. Between which 2 cities  the first one will ply ?

8. Mumbai to Goa

9. Which Indian film has become the biggest grosser in China among non-Hollywood films ?

10. Dangal

11. Which IT major who had promoted remote working for its employees have now asked employees to start reporting at offices. ?

12. IBM

13. What is the name of the lifestyle and sports brand of Rhiti Sports, where cricketer MS Dhoni has a stake?

14. Seven: A brand by MS Dhoni

15. Steve Jobs visited Kainchi Dham in India searching for meaning and peace, before he started Apple. Many years later, he advised another start-up founder to go and visit the place. Who was that CEO?

16. Mark Zuckerberg

17. Implications of Simultaneous Production and Consumption
Customers participate in and affect the transaction
Customers affect each other
Employees affect the service outcome
Decentralization may be essential
Mass production is difficult
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Unit I -16BA727 - Services Marketing - K.Mohan Kumar, AP/MBA

18. Implications of Perishability
It is difficult to synchronize supply and demand with services
Services cannot be returned or resold
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Unit I -16BA727 - Services Marketing - K.Mohan Kumar, AP/MBA

19. Challenges for Services
Defining and improving quality
Ensuring the delivery of consistent quality
Designing and testing new services
Communicating and maintaining a consistent image
Accommodating fluctuating demand
Motivating and sustaining employee commitment
Coordinating marketing, operations, and human resource efforts
Setting prices
Finding a balance between standardization versus customization
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Unit I -16BA727 - Services Marketing - K.Mohan Kumar, AP/MBA

20. Expanded Marketing Mix for Services
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Unit I -16BA727 - Services Marketing - K.Mohan Kumar, AP/MBA