Gap 2 – Design & Standard Gap Starbucks has a clear standardized process‚ however‚ quite a number of customers indicated in the survey that they have a concern about the standard of Starbucks’ service. Starbucks has to improve on the efficiency of service especially on its speed of service delivery. There are two main problems identified to be the cause of the delay in delivery. The first one is duplication of the ‘call’ and ‘mark’ process. ‘Call’ is the procedure of calling out loud by the
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customer service Bitner‚ Fisk and Brown (1993) suggest that the major output from the services marketing literature up to 1980 was the delineation of four services characteristics: intangibility‚ inseparability‚ heterogeneity and perishability. These characteristics underpinned the case for services marketing and made services a field of marketing that was distinct from the marketing of products. The literature highlights intangibility as one of the key characteristics of services. Regan (1963)
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1.0. Introduction 1.1. Marketing The management process through which goods and services move from concept to the customer. It includes the coordination of four elements called the 4 P ’s of marketing: (1) identification‚ selection and development of a product‚ (2) determination of its price‚ (3) selection of a distribution channel to reach the customer ’s place‚ and (4) development and implementation of a promotional strategy. First‚ Drucker’s earlier views on marketing such as those contained
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– Advanced Marketing Management Dr. Roberto P. Gabiola Session Course Topics Reporter Activity/Evaluation Week 1 Nov 14‚ 2013 Organization of group Introduction to case analysis Professor Orientation / organization of class Lecture / class discussion Week 2 Nov 21‚ 2013 Overview of Marketing Management The 4 Ps to 4 Cs of Marketing Management Professor Lecture / class discussion Week 3 Nov 28‚ 2013 Approaches of Marketing Management Analyzing the
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SERVICE ENCOUNTER: Harry Beckwith mentioned service as “Selling the invisible”.(Barlett‚ 2001). Service encounter is a dealing in which one person supply a good or a service to another person. (for example selling a product‚ selling a service an appointment with a doctor etc..). There are different types of service encounters. Service may be direct contact services( like service in an hospital) or indirect contact services( like service produced in a call center). Examples: 1
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Global Marketing Management: Planning and Organization Section A: Global Marketing Management Global Marketing Management: An Old Debate and a New View: The approaches to global marketing have revolved over the decades. The following trends have been observed: ▪ 1970’s: “standardization vs. adaptation” ▪ 1980’s: “globalization vs. localization” ▪ 1990’s: “global integration vs. local responsiveness” ▪ 2000’s: mixture of global‚ localization The recent trend of mixture of
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technology products for both the consumer and professional markets. Sony Corporation is the parent company of the Sony Group and is operating in business through its six operating segments: including Electronics‚ Games‚ Music‚ Pictures‚ Financial Services and Other. These make Sony one of the most comprehensive entertainment companies in the world. In the Electronics segment‚ Sony develops designs and manufactures electronic equipments. In the entertainment aspect‚ Sony Computer Entertainment Inc
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Marketing Management - cheat sheet Definition of marketing: Marketing is an organizational function and a set of processes for creating‚ communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders -American Marketing Association (2004). New assumptions: “Connect and collaborate”‚ not “command and control”. Market as forum for cocreation of experiences. Customers and partners as co-creators of value‚ Value-centric
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Air Asia Background AirAsia is one of the award winning and largest low fare airlines in the Asia expanding rapidly since 2001. With a fleet of 72 aircrafts‚ AirAsia flies to over 61 domestic and international destinations with 108 routes‚ and operates over 400 flights daily from hubs located in Malaysia‚ Thailand‚ and Indonesia. Today‚ AirAsia has flown over 55 million guests across the region and continues to create more extensive route network through its associate companies. AirAsia believes
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What is marketing? Discuss the components of marketing? Marketing is the managerial function responsible for identifying and anticipating and satisfying customer requirements profitably. It is a multi-disciplinary subject. The best way to gauge its scope is to know the components of it. There are four components of Marketing: The offer The market‚ The system and The forces. The offer: An offer is the outcome of marketing activities of the firm. An offer includes product or service and allied
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