The GAP MODEL in SERVICES MARKETING GAP 1 The gap between the customer expected service and company perception of customer expectation. |Inadequate market research. |Design‚ conduct and implement appropriate market research. | |Poor communication between customers and management and between|Design and implement an upward communications programme. | |front line employees and managers. |
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CLOTH WASHING SERVICES [pic] Clean Freak- your smartness‚ our Pride The word “laundry” means the removal of stains‚ washing and finishing (ironing and finishing) storage of all types of clothes and articles Reasons for laundering clothes 1. To remove perspiration which if not removed may damage the garment. 2. To remove dirt and grease which may discolour the garment or cause them to smell. 3. Launder clothes for hygienic purposes. Dirty clothes may carry germs which bring about
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environment by targeting appropriate customer segments and proper allocation of marketing resources. Our initial strategy was to concentrate on segment A because of the following reasons: 1. MM possesses a competitive position in this segment in terms of quality product offering and close customer relationships through high level of customer support. 2. With intensive improvements in power-to-size ratios and customer service‚ we saw potential to regain and grow our market share in Segment A and anchor
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DATE: May 28‚ 2007 SUBJECT: Recommendations and Implementation: Short-Term (1 Week) * Segment customers based on type of problem‚ which are all telecommunications‚ so that customer service knows how to assist the customers properly. * Segment customers based on the bill price‚ then service higher bill prices first because they would be a greater loss for Bell. * Segment customers based on specific need that needs to be addressed to help ensure customers are satisfied with results
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Marketing Management‚ 14e (Kotler/Keller) Chapter 9 Creating Brand Equity 1) The first step in the strategic brand management process is ________. A) measuring consumer brand loyalty B) identifying and establishing brand positioning C) planning and implementing brand marketing D) measuring and interpreting brand performance E) growing and sustaining brand value Answer: B Page Ref: 241 Objective: 1 AACSB: Analytic skills Difficulty: Easy 2) The American Marketing Association defines a ________ as
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State Bank of India (SBI) is a multinational banking and financial services company based in India. It is a government-owned corporation with its headquarters in Mumbai‚ Maharashtra. As of December 2013‚ it had assets of US$388 billion and 17‚000 branches‚ including 190 foreign offices‚ making it the largest banking and financial services company in India by assets. State Bank of India is one of the Big Four banks of India‚ along with ICICI Bank‚ Punjab National Bank and Bank of Baroda. The bank traces
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Application of 7ps in Tourism Vikas Mehta-341 sector Kalpesh chauhan-363 Ankita vyas-303 – Shilan shah-337 • Tourism Products is different from most other products because what is being sold is consumption of an experience rather than a tangible product‚ the product is primarily service based. This means that customer often walks away from the tourism offering with only a memory or experience. 7 P’s of tourism Product Price Physical Evidence Place People Process PRODUCT • In planning its
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[pic] Definition of Retail Marketing Retail is the activity of selling goods direct to the public‚ usually in small quantities. Retail is the sale of goods and services from individuals or businesses to the end-user. Retailers are part of an integrated system called the supply chain. A retailer purchases goods or products in large quantities from manufacturers directly or through a wholesale‚ and then sells smaller quantities to the consumer for a profit. Retailing can be done in either fixed locations
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Specific Features of Financial Services Marketing It has been suggested that there are two characteristics‚ which are specific for financial services marketing. The first one would be fiduciary responsibility and the second one is the two-way information flows. 1.1Fiduciary Responsibility Fiduciary responsibility is one of the most important features within the financial sector. It has been described through Arthur Meidan as "the responsibility of any financial services organisation to guard the interests
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Consumer Perception of Public & Private Sector Banks: A Service Quality Approach TABLE OF CONTENTS |S. NO. |PARTICULARS |PAGE NO. | | |Executive Summary |3 | |1 |Introduction |4
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