8 Ps of Service Marketing

Product or services - where the business is divided into the particular products made or services provided

Nowadays, services dominate economy and generate most new jobs. This service encounter report aims to compare and contrast my own real-world service experiences using services marketing theories. Firstly, it will compare my two satisfactory encounters journals in East Coast Car Rentals and Ambient Hotel Colina to get the most satisfactory one. Secondly, two dissatisfactory encounters in Ray White Alderley and Myer will be compared to gain the least satisfactory one. Finally, I will give 3 recommendations for the least satisfactory encounter. Theories of level of tangibility, heterogeneity, inseparability, and perishability; level of customer service;

A successful service strategy has to be implemented through executing thorough analysis, understanding customer demand, commitment from staff/management, intense dedication and a considerable financial amount allotted for spending. Policies and procedures should be outlined and must be customer service oriented. The work -flow should promote reliable service. A comprehensive contingency plan must be in place to ensure uninterrupted service to customers in case of an unforeseen event such as a natural disaster. The customer’s need must always be considered as top priority every step of the way. There is several long-term business initiatives that are best practiced by ingraining them in the minds of employees and

3. (TCO H) Marketers recognize that the marketing of services is different than the marketing of a product because of the different characteristics that distinguish them from physical products. How do marketers communicate the value of services to consumers? How do they make these intangible services appear tangible to the consumer? What are some marketing strategies that might be employed with services to

Experience is the best way to connect with someone. With the fast changing technology, the growing market demands, and the customer varying needs, a company stands out from its competitors is through its customer service. The best approach to marketing is customer service and through this the customer would remember and be loyal to the company.

Location is an important part of the internal influence as it is needed to be easily accessed. It is important for the business to be located in a place that is easy to access resources for production and to minimise distribution cost and/or close to the target market for sales such as consumers. In choosing a location the business should consider the 5 areas in locating. These include where it is visible, the cost of property, proximity to suppliers, proximity to customers and proximity to support

People - An essential ingredient to any service provision is the use of appropriate staff and people. Recruiting the right staff and training them appropriately in the delivery of their service is essential if the organisation wants to obtain a form of competitive advantage. Consumers make judgments and deliver perceptions of the service based on the employees they interact with. Staff should have the appropriate interpersonal skills and service knowledge to provide the service that consumers are paying for. Many British organisations such as Britvic aim to apply for the Investors in People accreditation, which tells consumers that staff is taken care of by the company and they are trained to certain standards.

Customers play a variety of roles in the service experience. Some of those roles are productive resource, contributor to quality, satisfaction and value; and as competitor to the service organization.

Service Marketing This life is quite challenging if we look at things from a different perspective in terms of responsibilities that we have to shoulder at almost all the stages of our lives there are a number of social and personal and private commitments that have to be met quite religiously. Personal commitments are those, which you take on yourself. These are the things that are required to be done to get somewhere in life and to live the life to its purpose and to make things much more meaningful. This may include taking in time to teach you about different cultures and providing for detailed description. We live in a highly global village where almost everything is interlinked and the diversity of cultures requires us to exhibit

Qns: Discuss the 4 major characteristics of services and the marketing strategies available for the service organization.

Risk of words alone creates miscommunication in the service design. Oversimplification, incompleteness, subjectivity, and biased interpretation are potential failures in a firm’s communication process. For this reason a systematic method of service design is essential to a firms planning and avoidance of service failures. Service blueprinting is an effective method of designing a firm’s service to efficiently organize and inform employees without incorporating communication failures. Chart 1.2 is a service blueprint of a typical firm in the coffee shop industry.

In an ideal situation, customers would not have to wait for the delivery of products and services. However, in the real world, organizations cannot always match exact capability and demand; therefore, waiting is frequently inevitable while purchasing, especially in service marketing, as service firms can barely inventory their “stock” for sale at a later date (Lovelock, 1992, p.154). In general, waiting in lines – known as “queuing”, happens when the number of customers arrive at a facility exceeds the capability of the system to serve them (Lovelock & Wirtz, 2011, p.260). Basically, this essay will state the relationship between queuing and customer satisfaction, as well as relationship between customer satisfaction and

Place – Place is also very important in the terms of business because before opening the business they should consider the location properly that are they targeting the proper market according to their business. Place must be easy accessible for customers, suppliers etc.

The purpose of this research paper is to examine the service marketing triangle and how it relates to the role of service employees in banks and financial institutions. Using academic journals and articles, this paper addresses the different aspects of the service triangle, including external marketing, internal marketing, and interactive marketing and the significance of adapting this strategy for bank service employees. By using this strategic framework, bank management will be able to monitor and understand the service employee’s role in the overall success of the bank.

The people who sell and service your product are an extremely important part of tourism marketing. Friendly personal service and trained employees can make or break a tourism business. Because much of the tourism industry is based upon wordof-mouth advertisingparticularly about the service received- what your customers say after they depart can thrust your business forward or send it into a downward spiral.