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1. Services Marketing

3. “ There are no such thing as service industries.There are only industries whose service components are greater or less than those of other industries. Everybody is in service.” -Theodore Levitt-

4. What is services? It is the part of the product or the full product for which the customer is willing to see value and pay for it.

6. Difference between physical goods and services No transfer of ownership Transfer of ownership Cannot be kept in stock Can be kept in stock Customers participate in production Customers do not participate in the production process Core value produced in the buyer-seller interaction Core value processed in factory An activity or process A thing Production, distribution and consumption are simultaneous processes Production and distribution are separated from consumption heterogeneous homogeneous intangible tangible Services Physical goods

16. In services, the last experience remains uppermost in your mind. Therefore, it is not enough to be good, you have to be consistently good

18. Importance – Performance Analysis I M P O R T A C E P E R F O R M A N C E Possible overkill Low priority Keep up the good work Concentrate here

19. Service quality is directly proportional to employee satisfaction

22. Zone of Tolerance Difference between the desired service and the adequate service