customers‚ motivate purchase and fulfil consumers needs. P’s: product‚ price‚ place‚ promotion‚ people. Process‚ physical evidence 4 characteristics of services: Intangibility: services can not be seen‚ tasted‚ heard or smelled before purchase Inseparability: services cannot be splitten from their providers (taxi driver drives you) Variability: Quality depend on who provides the service Perishability: services cannot be stored for later sale or use‚ no clients? Then it’s gone. Customer value: the
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Levels of product Core product The core product is not the tangible physical product. We can’t touch it. That’s because the core product is the benefit of the product that makes it valuable to us. So with the car example‚ the benefit is convenience the ease at which we can go where we like‚ when we want to. Another core benefit is speed since we can travel around relatively quickly. Actual product The actual product is the tangible‚ physical product. We can get some use out of it. Again with the
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CHARACTERISTICS OF SERVICES The services have unique characteristics which make them different from that of goods. The most common characteristics of services are: Intangibility. Inseparability. Perish ability. Variability Intangibility Services are activities performed by the provider‚ unlike physical products they cannot be seen‚ tasted‚ felt‚ heard or smelt before they are consumed. Since‚ services are not tangibles‚ they do not have features that appeal to the customer’s senses‚ their
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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) introduced the idea of services being “activities‚ benefits
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characteristics which make them different from that of goods. The most common characteristics of services are Intangibility‚ Inseparability‚ Perish ability and Variability. Intangibility Services are said to be intangible - they cannot be seen or tasted before the customer purchases them . This can cause lack of confidence on the part of the consumer. For a plastic surgeon intangibility of service has the following implications 1) Services cannot be inventoried. One cannot store plastic surgery
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Soap Cell phone Babysitting Slide 5 of 29 Service Characteristics Intangibility Variability Perishability Empty seats Inseparability Slide 6 of 29 Intangibility Create tangible elements • Place • People • Equipment • Communication material • Symbols • Price Slide 7 of 29 Inseparability Work Faster Add More Service Providers Work with Larger Groups Slide 8 of 29 Variability Offer Guarantees Monitor Satisfaction Good Hiring and Training Slide
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Name: Marcus A. Cyrus Topic: MARKETING DEBATE—Is Service Marketing Different From Product Marketing? MARKETING DEBATE—Is Service Marketing Different From Product Marketing? Marketing is the process of communicating the value of a product or service to customers. In addition‚ marketing might sometimes be interpreted as the ability of selling products and services. As the term "Marketing" may replace "Advertising" it is the overall strategy and function of promoting a product or service
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Chapter 2 Service Characteristics of Hospitality and Tourism Marketing OBJECTIVES: Describe a service culture. Identify four service characteristics that affect the marketing of a hospitality or travel product. Explain marketing strategies that are useful in the hospitality and travel industries. Ritz-Carlton is renowned for outstanding service. o the chain of eighty-five luxury hotels around the world‚ caters to the top 5 percent of corporate & leisure travelers In surveys of departing
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replicates US-based research by Hartman and Lindgren on the extent to which consumers differentiate between products and services. In addition‚ Hartman and Lindgren investigated the importance of four characteristics of services to consumers; intangibility‚ inseparability‚ heterogeneity and perishability. Hartman and Lindgren did not find that these four service characteristics were used by consumers when distinguishing between goods and services. We find that 1) consumers in the UK classify services and
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Service posses several unique characteristics that often have a significant impact on marketing program development. The four distinctive characteristics that greatly affect the design of marketing programs are intangibility‚ inseparability‚ variability and perishability. Intangibility Service cannot be seen‚ tasted‚ felt‚ heard‚ or smelled so it is difficult for clients to tell in advance what they will be getting. For example‚ hotels that promise a good night’s sleep to their guests cannot
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