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Questions and Answers
What is a key characteristic of services that differentiates them from products?
What is a key characteristic of services that differentiates them from products?
Why is heterogeneity a significant aspect of service marketing?
Why is heterogeneity a significant aspect of service marketing?
How does perishability affect service marketing?
How does perishability affect service marketing?
In the context of service marketing, what role does the customer play during service delivery?
In the context of service marketing, what role does the customer play during service delivery?
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Which of the following statements best defines services as per the content?
Which of the following statements best defines services as per the content?
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What challenge do marketers face due to the intangibility of services?
What challenge do marketers face due to the intangibility of services?
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What is meant by the statement that services are produced and consumed simultaneously?
What is meant by the statement that services are produced and consumed simultaneously?
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According to Regan's suggestion in 1963, which of the following describes how services yield satisfaction?
According to Regan's suggestion in 1963, which of the following describes how services yield satisfaction?
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What does the term 'Inseparability' in services refer to?
What does the term 'Inseparability' in services refer to?
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Which of the following correctly describes Core Services?
Which of the following correctly describes Core Services?
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What is a key characteristic of Relationship Marketing?
What is a key characteristic of Relationship Marketing?
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How does a company determine pricing in Relationship Marketing?
How does a company determine pricing in Relationship Marketing?
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What differentiates supplementary services from core services?
What differentiates supplementary services from core services?
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What is an example of remote service in the retail sector?
What is an example of remote service in the retail sector?
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What best describes 'Periodical transaction volume' in service industries?
What best describes 'Periodical transaction volume' in service industries?
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What aspect does the Relationship Marketing Mix emphasize in product development?
What aspect does the Relationship Marketing Mix emphasize in product development?
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Study Notes
Introduction To Service Marketing
- Service marketing is an organizational function and a set of processes for identifying, creating, communicating and delivering value to customers.
- Service marketing also manages customer relationships for a business' benefit and the benefit of stakeholders.
- Services are intangible economic activities offered by one party to another.
- Services can be both tangible (transportation, housing) and intangible (credit, delivery)
- Services are marketed like tangible products but generally require more creative approaches because they cannot be touched, held, tasted, or smelled.
Characteristics Of Services
- Services are activities rather than tangible things, meaning they are intangible.
- Services are produced and consumed simultaneously meaning the customer is actively involved in the creation of the service.
- Services are heterogeneous, which means that no two services will be exactly alike, because they are customized to the customer's needs, even if they are delivered by the same provider.
- Services are perishable, meaning that once they are consumed they cannot be saved for future use.
Types Of Services
- Core Services: A service that is the primary purpose of a transaction (e.g., the services of a lawyer or teacher).
- Supplementary Services: Additional services that are rendered in conjunction with the sale of a tangible product (e.g., delivery options offered by restaurants).
Relationship Marketing
- Focus: Partners and customers (not company products).
- Emphasize: Customer retention and growth (not just acquisition).
- Utilize: Cross-functional teams (not department-specific teams).
- Key Characteristic: Listening and learning, rather than just talking.
Relationship Marketing Mix
- Product: Customized to customer preferences and designed with suppliers, not just internal teams.
- Price: Set based on the customer relationship, the value-added features and services provided. Pricing strategies are often negotiated in business-to-business relationships.
- Distribution: More direct marketing to the customer, reducing the intermediary's role. More options for customers to choose how they order, pay, receive, install, and repair products.
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Description
Explore the fundamentals of service marketing in this quiz. Understand how services are marketed differently from tangible products and learn about the unique characteristics of services. Test your knowledge on how value is created and delivered to customers.