Chapter 11 Creating delivery systems in place‚ cyberspace and time Learning Objectives- What are the options for delivering our service? * What physical and electronic channels can we use? * Should we offer customers a choice? * What physical evidence should our facilities present? * When and where should our service be available? * Is it feasible to shift from high-contact to low-contact delivery? * What options exist for using third-party intermediaries? Definitions
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you’ll have a great time with Vodafone‚ but if you’re not happy with your device‚ you’ll need to go back to the company you bought it from to find out what to do next. Once again‚ welcome to Vodafone and thanks for choosing us. Vodafone Customer Services team Your account details Account number 687970078 Mobile number 07449659303 Contract start 14-Jun-13 Minimum commitment end 13-Jun-14 UK minutes 600 UK texts UNLIMITED
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Research is evidenced-based / Empirical - Correlation between variables - Regression (Multi-Linear Regression) - Mixed Method - Quantitative then Qualitative - Qualitative then Quantitative Customer Satisfaction = Sum of Service Elements Facilitates service improvements‚ increases profits Performance is measured by asking questions about satisfactions Performance = Satisfaction Week 12 & 13 Tutorial Chapter 13 & 14 1. Describe the factors that may encourage or inhibit a
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344SAM Project Management Lecture 1 Introduction to Project Management Teaching Staff • Dr Dannie Talbot • Email: danielle.talbot@coventry.ac.uk • Dr James Smith • Email: james.smith@coventry.ac.uk Formal Outcomes The intended learning outcomes are that by the end of this module students should be able to: • Develop a project management plan in a business context • Critically evaluate different approaches to project management • Evaluate methods of managing large scale projects
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MARKETING STRATEGIES BY TAJ The ad (made by Rediffusion) shows the enigmatic woman who stands for both hospitality and efficiency. The identity was developed after extensive research on the consumer’s attitudes towards the Taj. Over 60 in-depth interviews were conducted by client and agency. The parameters? Not quantity‚ but quality. The things done right. The quality of check-in‚ the smile‚ the greeting or the welcome drink. The insights gathered were analysed and a clear slot‚ which the Taj could
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Marketing is concept that helps determine the success of an organizational mission. Essentials of Health Care Marketing (2006) define marketing as‚ the execution of the conception‚ pricing‚ promotion‚ and distribution of the goods‚ ideas and services. The author‚ Berkowitz (2006) goes on to say‚ “in order to respond to customers‚ an organization must develop a product‚ determine the price customers are willing to pay‚ identify what place is most convenient for the customers to purchase the product
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1. What is service marketing? Service marketing is a form of marketing which focuses on selling services. Services can be tricky to sell and the marketing approach for them is much different than the approach for products. Some companies offer both products and services and must use a mixture of styles; for example‚ a store which sells computers also tends to offer services such as helping people select computers and providing computer repair. Such a store must market both its products and the supporting
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Retail Service Mix 2 – Location Management In this report i will discuss the stages of location and what may prevent them from happening. I will also include the methods of catchment‚ site selection analysis and comparison. I will also discuss the importance of store location and the recent changes in Marks and Spencers. 1. McGoldrick believes that there are 3 stages in discovering the perfect location for a new store‚ Search‚ Viability and Micro. Search is identifying a location where
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Introduction to Service Marketing Contents [A] MEANING AND DEFITION [B] FACTORS RESPONSIBLE FOR GROWTH OF SERVICE SECTOR [C] ROLE OF SERVICES [D] CHARACTERISTICS OF SERVICES [E] CLASSIFICATION OF SERVICES [F] SERVICE MARKETING ENVIRONMENT [G] GOODS/SERVICE MARKETING [H] PRODUCT SERVICE CONTINUUM [I] CONSUMER BEHAVIOUR [J] SERVICE MARKETING TRINITY [K] SERVICE GUARANTEE [L] SERVICE ENCOUNTER [M] ZONE OF TOLERANCE [N] CORE AND SUPPLEMENTARY PRODUCT [O] BUYING ROLES [P] MARKETING CHALLENGES
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Service Marketing Control Continuous: 20% group assignment week 10 20% individual week 8 20% test: 2 Q° during 2 hours Subject to analyse: Service Organization (can be from food sector (restaurant)‚ hotel‚ education‚ hospital (medical services…) See from both sides: Favourable and Unfavourable (+suggestion to ameliorate an unfavourable point) Marketing Mix Service: 7P’s : Product Intangible product‚ you do not own the product‚ experience of using it. You don’t buy the provider of the service
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