Luxury Services and the 7 Ps of Marketing
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Questions and Answers

What distinguishes luxury goods from luxury services?

  • Luxury goods can be stored until sold, whereas luxury services are perishable. (correct)
  • Luxury services are easier to objectively measure than luxury goods.
  • Luxury goods are intangible while luxury services are tangible.
  • Luxury services are often homogeneous due to rigorous quality control.
  • How is the consumption of luxury services characterized?

  • It occurs in real time and can vary based on many factors. (correct)
  • It results in a transfer of ownership similar to that of goods.
  • It is consistent because of rigorous quality control measures.
  • It is objectified and can be easily measured.
  • What type of consumption do customers engage in when they purchase luxury services?

  • Material consumption.
  • Experiential consumption. (correct)
  • Tangible product acquisition.
  • Financial investment.
  • Which statement best describes the quality control of luxury goods versus luxury services?

    <p>Luxury goods benefit from rigorous quality control making them homogeneous.</p> Signup and view all the answers

    What is a key characteristic of luxury services compared to goods?

    <p>Their quality can differ based on the context of the service.</p> Signup and view all the answers

    What happens to the perception of luxury when consumers are exposed to it too frequently?

    <p>It transforms into an everyday experience.</p> Signup and view all the answers

    Which of the following describes a factor that contributes to insatisfaction?

    <p>Relational aspects</p> Signup and view all the answers

    What is necessary for emotional satisfaction in relation to functional aspects?

    <p>Mastery of functional aspects</p> Signup and view all the answers

    Which combination of aspects is heavily influential on emotional satisfaction?

    <p>Sensory and relational aspects</p> Signup and view all the answers

    What type of knowledge is essential for mastering professional movements?

    <p>Knowledge of professional tools</p> Signup and view all the answers

    What can lead to an aggressive behavior from customers during interactions?

    <p>Excessive submission by the staff</p> Signup and view all the answers

    Which aspect is crucial for making customers feel they have a unique experience?

    <p>Generosity that goes beyond commercial concerns</p> Signup and view all the answers

    Which of the following best describes the principle of 'Politeness 3.0'?

    <p>Psychological approaches based on sincerity and simplicity</p> Signup and view all the answers

    What is an essential action for staff to address customer needs effectively?

    <p>Putting themselves in the customer’s shoes</p> Signup and view all the answers

    What can be dangerous for staff when demand exceeds supply?

    <p>A mindset of superiority</p> Signup and view all the answers

    What aspect of customer interaction is emphasized for the staff in contact with clients regarding the Birkin Bag?

    <p>Staff should know the clientele and be pleasant.</p> Signup and view all the answers

    What is a defining characteristic of the purchasing process for the Birkin Bag?

    <p>It is only available by order requiring a visit to the premises.</p> Signup and view all the answers

    Which of the following best describes 'physical evidence' in the context of the Birkin Bag?

    <p>Any element that may convince consumers of the offer’s legitimacy.</p> Signup and view all the answers

    How does long-term ownership affect a firm's control over the customer experience?

    <p>It may create challenges outside a firm’s control.</p> Signup and view all the answers

    What is indicated as a challenge related to conspicuous consumption?

    <p>Counterfeiting is a challenge faced by the luxury market.</p> Signup and view all the answers

    Which of the following components is NOT part of the 7Ps framework for analyzing the Birkin Bag?

    <p>Purpose</p> Signup and view all the answers

    What role does the process play in the customer journey for the Birkin Bag?

    <p>It involves a greeting by staff and an initial glimpse of the Hermès universe.</p> Signup and view all the answers

    Which option best illustrates the importance of time-based experiences for long-term ownership?

    <p>They can occur both within and outside a firm's control.</p> Signup and view all the answers

    What is a defining characteristic of elite luxury service according to the typology of luxury services?

    <p>High monetary exclusivity</p> Signup and view all the answers

    In the context of everyday luxury service, which group is most likely to consume this service as part of their habitual consumption?

    <p>Patricians</p> Signup and view all the answers

    Which characteristic differentiates standard luxury service from elite luxury service?

    <p>Monetary exclusivity</p> Signup and view all the answers

    What describes the consumption behavior of poseurs concerning elite luxury services?

    <p>Rare aspirational consumption</p> Signup and view all the answers

    Which group is known for low consumption frequency of elite luxury services, if at all?

    <p>Parvenues</p> Signup and view all the answers

    What do proletarians commonly experience regarding standard luxury services?

    <p>They admire them but generally cannot afford them.</p> Signup and view all the answers

    Which aspect of luxury services distinguishes hedonic escapism from hedonic adaptation?

    <p>Purpose of consumption</p> Signup and view all the answers

    What is the primary focus of value creation in luxury services?

    <p>Cocreation during the interaction</p> Signup and view all the answers

    In terms of social exclusivity, how does elite luxury service compare to everyday luxury service?

    <p>It's highly exclusive.</p> Signup and view all the answers

    Which statement best describes the relationship between value anticipation and luxury services?

    <p>It takes place before the interaction.</p> Signup and view all the answers

    Which of the following groups usually engages in conspicuous consumption of standard luxury services?

    <p>Parvenues</p> Signup and view all the answers

    What distinguishes 'everyday luxury service' from 'standard luxury service' in terms of prestige?

    <p>Everyday luxury has low prestige.</p> Signup and view all the answers

    What defines the consumption behavior of patricians regarding elite luxury services?

    <p>Discreet consumption focused on intrinsic quality</p> Signup and view all the answers

    How does monetary exclusivity influence the perception of luxury services?

    <p>Higher exclusivity increases desirability.</p> Signup and view all the answers

    Study Notes

    ### Luxury Services

    • Luxury services are intangible and their objectification is difficult.
    • Luxury services are heterogeneous and their quality depends on the employees, customers, and other factors.
    • Production and consumption of luxury services happen in real time.
    • Luxury services are perishable and cannot be stored.
    • The customer receives a personal experience with a luxury service and not ownership.
    • The customer experiences luxury services within the firm's control.
    • There is no counterfeiting for luxury services.

    7 Ps of Luxury

    • The 7 Ps of marketing are: Product, Price, Promotion, Place, People, Process, and Physical Evidence.
    • Staff in direct contact with customers will contribute to the consumer experience and shape the customer journey.
    • The customer journey from the first contact with the firm until after purchase is known as the process.
    • The customer's perception of the offer’s legitimacy is influenced by physical evidence.

    Birkin Bag's 7 Ps

    • Hermès staff are expected to be knowledgeable, pleasant, and well-dressed.
    • Hermès stores create an exclusive experience for customers by making bags available by order only.

    Typology for Luxury Services

    • Luxury services are categorized into everyday luxury, standard luxury, and elite luxury services.
    • Prestige, monetary exclusivity, social exclusivity, hedonic exclusivity, and extraordinary experiences are used to classify luxury services.
    • Elite luxury services are characterized by very high prestige, monetary exclusivity, social exclusivity, hedonic exclusivity, and extraordinary experiences.

    Patricians, Parvenues, Poseurs, and Proletarians

    • Patricians consume luxury services for their intrinsic quality and prefer discreet and tasteful consumption.
    • Parvenues engage in conspicuous consumption of luxury services.
    • Poseurs aspire to consume luxury services and may engage in occasional conspicuous consumption.
    • Proletarians admire luxury services but may not be able to afford them.

    Value Creation Process in Luxury Services

    • Value creation involves the firm, customer and cocreation of value.
    • Value learning is the process where a firm learns from customer interactions.
    • Value facilitation helps the customer to understand and choose the right product.
    • Value anticipation is how a customer perceives the value of a product before purchase.

    Hedonic Escapism vs. Hedonic Adaptation

    • Hedonic escapism is a temporary break from everyday routines through experiencing luxury.
    • Hedonic adaptation is when the experience of luxury becomes ordinary due to frequent exposure.

    Satisfaction and Insatisfaction

    • Satisfaction is not the opposite of dissatisfaction.
    • Both satisfaction and dissatisfaction factors can be functional, emotional, relational, and sensory.

    Functional Aspects

    • Functional aspects include mastery of professional movements, knowledge of professional tools, knowledge of products and competitors, managing third parties, and continuously adapting.

    Emotional Aspects

    • Emotional aspects can be experienced as superiority, servility, passivity, or guidance.
    • Superiority is a dangerous approach and can damage the brand image.
    • Servility is outdated and does not always resonate with customers.
    • Passivity is an approach where the customer is only answered but not engaged with.
    • Guidance is a more active approach where the customer's needs are taken into account in a respectful way and are met with empathy.

    Turning Customer Interaction ON

    •  "ON" interactions are customer-centric.
    •  "ON" behaviors include: Dedication, customization, empathy, and politeness.
    •  "ON" interactions make the customer feel heard, respected, and special.

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    Description

    Explore the unique characteristics of luxury services and the essential 7 Ps of marketing that shape customer experiences. Learn how these elements contribute to the perception and value of luxury offerings. This quiz delves into the challenges and nuances of managing luxury services.

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