Designing and Managing Services Discussion Questions 1. How do we define and classify services? 2. How do services differ from goods? 3. How can we achieve excellence in marketing services ? 4. How can we improve service quality? 5. How can goods marketers improve customer service? Slide 2 of 29 The Nature of Services 2008 – 2018 Loss of 1.2 million jobs 2008 – 2018 Gain of 14.6 million jobs Slide 3 of 29 Service An act or performance one party can offer to another that
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issues of self-image and self-presentation‚ and regret. Ten interviews each were conducted with ``ordinary ’ ’ men and women consumers‚ and a further 10 with women classi®ed as ``excessive shoppers ’ ’ (more commonly referred to as ``compulsive buyers ’ ’). Two male excessive consumers were also interviewed. Distinctive patterns emerged for each dierent shopper group. Findings show that impulse buying‚ regret and other concepts have complex meanings beyond those that can be measured easily in
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Course : MKT 420 Chapter 4 : Consumer Markets and Consumer Buyer Behavior Question 1 How might a marketer influence a consumer’s information search through each of the four information sources discussed in the chapter? A marketer might influence a consumer information search through several information sources include personal sources (family‚ friends‚ neighbors‚ acquaintances)‚ commercial sources (advertising‚ salespeople‚ dealer Web sites‚ packaging‚ displays)‚ public sources (mass
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Industry Analysis Bargaining power of Buyers Buyer power is moderate. The Buyers: Buyers here comprise of individuals (business as well as leisure travelers) and B2B buyers which comprise mainly of travel agents‚ travel companies‚ and charter companies. The airline industry typically has a large number of buyers – the Indian Airline Industry had 73.8 million passengers in 2009. Inadequate differentiation: Even with the entry of low cost carriers‚ the sector lacks adequate product differentiation
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KOTLER RESUME Marketing Management Philip Kotler – Kevin Lane Keller SUMMARY PART 1 Understanding Marketing Management 4 Defining Marketing for the 21st Century 4 Developing Marketing Strategies and Plans 5 PART 2 Capturing Marketing Insights 13 Collecting Information and Forecasting Demand 13 Conducting Marketing Research 16 PART 3 Connecting with Customers 18 Creating
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possessing $1.2 trillion in annual spending power. * Consumers are inspired by one of the three primary motivations: ideas‚ achievement and self-expression. * People play five roles in a buying decision: initiator‚ influencer‚ decider‚ buyer‚ and user. * We can segment business markets with similar variables we used in consumer markets. However the demographic variables are the most important. * B2B marketing experts James C. Anderson and James A. Narus have urged marketers
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Marketing Management‚ 14e (Kotler/Keller) Chapter 1 Defining Marketing for the 21st Century 1) Which of the following statements about marketing is true? A) It is of little importance when products are standardized. B) It can help create jobs in the economy by increasing demand for goods and services. C) It helps to build a loyal customer base but has no impact on a firm’s intangible assets. D) It is more important for bigger organizations than smaller ones. E) It is seldom used by nonprofit
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Chapter 2 Problem 16: You are an assistant to a senator who chairs an ad hoc committee on reforming taxes on telecommunication services. Based on your research‚ AT&T has spent over $15 million on related paperwork and compliance costs. Moreover‚ depending on the locale‚ telecom taxes can amount to as much as 25 percent of a consumer’s phone bill. These high tax rates on telecom services have become quite controversial‚ due to the fact that the deregulation of the telecom industry has
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Case: “When International Buyers and Sellers Disagree” The subject of this case is one that happens quite often in international commerce; I personally believe that when doing deals specially with other countries we must especify everything in order to avoid this kind of conflicts. There are differents forms to solve this case‚ the first that I will mention is using the CISG. According to article 1 of the CISG‚ this law is applicable since both country are member states‚ they are selling goods
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The Process of the Criminal Justice Process Ticauda Coleman Strayer University Dr. Denise DeShields January 13‚ 2013 The topic that I chose to describe is the criminal justice process. The criminal justice process is described as a process that involves a series of steps beginning with the investigation of the crime and the arrest of the suspect. The next step following the investigation is the pretrial activities‚ which include the first appearance‚ a preliminary hearing‚ information or
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