physical evidence service marketing wikipedia
Customer Service - Principles of Service Marketing and Management - C Lovelock & L Wright
Ngày tải lên :
07/02/2013, 09:52
... performance of a
service or use of a physical
good.
What Is a Service?
Because of their diversity, services have traditionally been difficult to define. The way in
which services are created ... Lovelock, "Classifying Services to Gain Strategic
Marketing Insights,"Journal of Marketing 47 (Summer 1983): 9—20; Christian Gronroos,
Service Management and Marketing (Lexington MA: ... offers new ways to deliver service for a broad array of industries.
Many Web sites, however, offer an example of marketing goods through service rather
than marketing a core service product. Consider...
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Advisory Service Marketing Profiles for Corn over 2002-2004 pptx
Ngày tải lên :
23/03/2014, 04:21
...
Data Collection 2
Marketing Assumptions 4
Construction of Marketing Profiles 5
Option Deltas 5
Computation of the Cumulative Net Amount Priced 7
Cross-Hedges 8
Example of Marketing Profile ... advisory program, or
from that recorded by another subscriber.
Marketing Assumptions
In order to evaluate the advisory services’ recommendations certain explicit assumptions
need to be ...
benchmark profiles for each crop year. Figure 41.1 contains the marketing profile grand average,
maximum and minimum across all services over the 1995–2004 crop years. Figure 41.2
compares the...
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Service marketing Highlands coffee
Ngày tải lên :
17/04/2014, 10:53
... to deal more quickly and effectively with
the situation.
6. Physical evidences
Physical evidences are the environment in which the service is delivered and where the firm
and customer interact. ... high service quality as well. Since customers
are enjoying a more special service, so they should also pay a higher price for what they are
getting.
5. Service blueprint
Highlands Coffee’s service ... Coffee’s strategy; particularly positioning strategy, service
blueprint, physical evidences, pricing strategy, promotion strategy and internal marketing.
Table of Contents
3
café like Ailu Cat,...
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Customer Service Principles of Service Marketing and Management_3 ppt
Ngày tải lên :
21/06/2014, 04:20
... ã THE SERVICE CUSTOMER
FIGURE 3.9
The Service Marketing
System for a Low-Contact
Service
service marketing system for a high-contact service like a hotel, dental office, or full-
service ... for designing and delivering
the service product. It also has implications for choice of service processes, presentation
of physical evidence, and use of marketing communications—not least ... expectations
for desired service and adequate service are formed.
Desired and Adequate Service Levels The type of service customers hope to
receive is termed desired service. It is a "wished...
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Customer Service Principles of Service Marketing and Management_5 pptx
Ngày tải lên :
21/06/2014, 04:20
... Behavior in Service Industries: An Exploratory
Study," Journal of Marketing 59 (April 1995): 71-82.
128 PART TWO ã THE SERVICE CUSTOMER
Service Recovery Following Customer Complaints
Service ... the Flower of Service
The eight categories of supplementary services that form the Flower of Service provide
many options for enhancing the core service product. Most supplementary services do ... THREE ã SERVICE MARKETING STRATEGY
TABLE 7.1
Examples of Information
Elements
Directions to service site
Schedules /service hours
Prices
Instructions on using core product/supplementary services...
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Customer Service Principles of Service Marketing and Management_6 pptx
Ngày tải lên :
21/06/2014, 04:20
... Langeard,"Services as Systems: Marketing Implications," in P.
Eiglier, E. Langeard, C. H. Lovelock, J.E.G. Bateson, and R. F. Young, Marketing Consumer
Services: New Insights (Cambridge, MA: Marketing ... CHAPTER SEVEN . THE SERVICE PRODUCT 157
SERVICE MARKETING STRATEGY
PAYING FOR SERVICE:
THE CUSTOMER'S PERSPECTIVE
Have you ever noticed what a wide variety of terms service organizations ... assumption that
156 PART THREE ã SERVICE MARKETING STRATEGY
FIGURE 7.4
Blueprinting a Full -Service
Restaurant Experience
CHAPTER EIGHT ã PRICING STRATEGIES FOR SERVICES 177
large customers...
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Customer Service Principles of Service Marketing and Management_7 doc
Ngày tải lên :
21/06/2014, 04:20
... dramatically, since it enables "self -service& quot; marketing in which individual
208
PART THREE . SERVICE MARKETING STRATEGY
permission marketing: a
marketing communication
strategy that ... design of
any physical location where
customers come to place
orders and obtain service
delivery.
Servicescape Dimensions The term servicescape describes the design of any
physical location ... objectives for services
=£> describe the marketing
communications mix for services
==%> discuss potential uses of the Internet
as a communication channel
191
194 PART THREE ã SERVICE MARKETING...
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Customer Service Principles of Service Marketing and Management_8 doc
Ngày tải lên :
21/06/2014, 04:20
...
=4^ define the different types of service
innovation
215
236 PART THREE ã SERVICE MARKETING STRATEGY
pany s service offerings. Creating a distinctive branded service experience for customers ... conduct service- related business. We can't get rid of the marketplace for
people-processing services, because these services require customers to enter the
physical environment of a service ... having access
to both physical and electronic delivery channels.
Another key service delivery consideration is: When and
where should our service be available? Success in services
increasingly...
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Customer Service Principles of Service Marketing and Management_9 pptx
Ngày tải lên :
21/06/2014, 04:20
...
customers and service
suppliers in which mail or
telecommunications
minimize the need to meet
face-to-face.
PHYSICAL EVIDENCE AND THE SERVICESCAPE
When customers visit a service facility, ... to more compelling evidence than when service
is delivered at your home (or work locations) or through electronic channels.
Physical evidence one of the 8Ps of integrated service management—refers, ... some
highly responsive service operations, the standard has become 24/7 service 24 24/7 service: service that is
hours a day, 7 days a week, around the world. Some services like telecommunica-...
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Customer Service Principles of Service Marketing and Management_2 docx
Ngày tải lên :
21/06/2014, 13:20
...
FIGURE 3.8
The Service Marketing
System for a High-Contact
Service
68 PART TWO ã THE SERVICE CUSTOMER
FIGURE 3.9
The Service Marketing
System for a Low-Contact
Service
service marketing system ... for designing and delivering
the service product. It also has implications for choice of service processes, presentation
of physical evidence, and use of marketing communications—not least ... Visiting service facilities or trying aspects of the service before purchasing
»- Asking knowledgeable employees about competing services
>- Examining tangible cues or other physical evidence...
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Customer Service Principles of Service Marketing and Management_3 pdf
Ngày tải lên :
21/06/2014, 13:20
... distinct cat-
egories of relationship marketing: database marketing, interaction marketing, and net-
work marketing.
6
Database Marketing In this type of marketing, the focus is on the market ... Complain to the service firm
service failure: a
perception by customers that
one or more specific aspects
of service delivery have not
met their expectations.
108
PART TWO ã THE SERVICE CUSTOMER ... Hoffman, Managing Services
Marketing, 4th ed. (Fort Worth,TX:The Dryden Press, 1999), 61-62.].
CHAPTER FIVE ã RELATIONSHIP MARKETING AND CUSTOMER LOYALTY 113
Machines break down, service is clumsy,...
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Customer Service Principles of Service Marketing and Management_5 docx
Ngày tải lên :
21/06/2014, 13:20
... of tolerance—from desired service (an ideal)
to a threshold level of merely adequate service. Service providers should design
SERVICE MARKETING STRATEGY
PAYING FOR SERVICE:
THE CUSTOMER'S ... Langeard,"Services as Systems: Marketing Implications," in P.
Eiglier, E. Langeard, C. H. Lovelock, J.E.G. Bateson, and R. F. Young, Marketing Consumer
Services: New Insights (Cambridge, MA: Marketing ... new service concepts.
Options may include eliminating certain supplementary services, adding new ones,
transforming personal service into self -service, or rethinking the location where service...
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Customer Service Principles of Service Marketing and Management_6 doc
Ngày tải lên :
21/06/2014, 13:20
... SERVICE MARKETING STRATEGY
servicescape; the design of
any physical location where
customers come to place
orders and obtain service
delivery.
Servicescape Dimensions The term servicescape ... advertising, sales
promotions, public relations, corporate design, and the physical evidence offered by
the servicescape of the service delivery site. Instructional materials, from brochures to
Web ... elements is a critical form of physical
evidence, since the appearance of a firm's service facilities and personnel affects customers'
perceptions of service quality. Corporate design...
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Customer Service Principles of Service Marketing and Management_8 potx
Ngày tải lên :
21/06/2014, 13:20
... its canals.
Servicescape Design
The term servicescape describes the style and appearance of the physical surroundings
where customers and service providers interact.
8
Since servicescapes ... some
highly responsive service operations, the standard has become 24/7 service 24 24/7 service: service that is
hours a day, 7 days a week, around the world. Some services like telecommunica- ... and (in certain types of services) serving the customer at a distance through
physical or electronic channels.
Customers Visit the Service Site
The convenience of service factory locations...
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