1. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 1 Chapter 8 Setting a Price for the Service Rendered

2. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 2 Objectives 1.To examine why service prices vary so much 2.To explore yield management in services 3.To explain the role of pricing objectives in service organizations 4.To analyze the challenge of establishing value for a service offering 5.To show how service costs may be calculated 6.To explore price bundling strategies for services 7.To examine additional pricing considerations

3. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 3 Outline I.Introduction II.Why Do Service Prices Vary? III.Yield Management in Services IV.Pricing Objectives and Approaches V.The Relationship Between Service Price and Value VI.Calculating Service Costs VII.Price Bundling VIII.Additional Pricing Considerations IX.Summary and Conclusion

4. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 4 Introduction Price labels vary; You might pay: –A commission to a stockbroker –A membership fee to a fitness club –A finance charge to a credit card company –A premium to an insurance firm –A fare for transportation –Rent for housing –A rate for telephone services

5. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 5 Why Do Service Prices Vary? Inseparability and perishability characteristics of services Creative ways to maximize revenues and reduce costs per customer served

6. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 6 Yield Management in Services The objective of yield management is to maximize profits from the fixed operating assets – labor, equipment, and facilities The inherent trade-off between price and demand makes yield management a difficult strategy for services marketer

7. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 7 Pricing Objectives and Approaches Profit-oriented objectives stress generating high returns on the service’s investments in resources and labor Volume-oriented objectives stress processing large numbers of customers or their possessions

8. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 8 Pricing Objectives and Approaches (cont’d)

9. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 9 Pricing Objectives and Approaches (cont’d)

10. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 10 Pricing Objectives and Approaches (cont’d) A cost-based approach focuses on the price floor: the minimum price that covers all costs of producing the service A customer-based approach focuses on the price ceiling: the maximum price customers are likely to pay A competition-based approach establishes the service’s price in relation to the competition

11. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 11 The Relationship Between Service Price and Value Value is an assessment of the benefits of a service versus the costs associated with it. – Cost-benefit analysis – Price/demand elasticity

12. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 12 Calculating Service Costs Cost determinations –Direct costs –Indirect costs –Fixed costs –Variable costs –Allocated overhead costs –Shared costs

13. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 13 Calculating Service Costs (cont’d) Formula for calculating price –P = TC + NP and TC = FC + SC + VC Where: P=Price TC=Total Costs NP=Net Profits FC=Fixed Costs SC=Shared Costs VC=Variable Costs

14. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 14 Calculating Service Costs (cont’d)

15. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 15 Price Bundling Price bundling links several service offerings or features into one attractive price to give different customer segments a packaged service offering.

16. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 16 Price Bundling (cont’d)

17. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 17 Price Bundling (cont’d)

18. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 18 Price Bundling (cont’d)

19. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 19 Additional Pricing Considerations

20. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 20 Web Sites The Broadmoor (http://www.broadmoor.com), p. 111http://www.broadmoor.com Forbes (http://www.forbes.com/), p.111http://www.forbes.com/ AAA (http//:www.AAA.com/), p.111 Travel+Leisure Magazine (http://www.travelandleisure.com/), p.111http://www.travelandleisure.com/ Zagat (http://www.zagat.com/), p.111http://www.zagat.com/ Holiday Inn (http://www.sixcontinentshotels.com), p. 111http://www.sixcontinentshotels.com

21. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 21 Web Sites (cont’d) Motel 6 (http://www.motel6.com), p. 111http://www.motel6.com United Airlines (http://www.united.com), p. 124 Northwest Airlines (http://www.nwa.com), p. 124 American Airlines (http://aa.com), p. 124 Delta Airlines (http://www.delta.com), p. 124 Marriott (http://www.marriott.com), p. 129

22. Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 22 Web Sites (cont’d) SnapFish (http://www.snapfish.com), p. 124http://www.snapfish.com Shutterfly (http://www.shutterfly.com), p. 124http://www.shutterfly.com Picasa (http://picasa.google.com), p.124http://picasa.google.com Flickr (http://www.flickr.com), p. 124 Photobucket ( http://www.photobucket.com), p. 124 SmugMug (http://smugmug.com), p. 124