Coimbatore INTRODUCTION Retailing is the largest private industry in the world with total sales of US $ 6.6 trillion. The retail sectors play a significant role in the world economy because of the contribution that it makes to the economy of the country. Retailing is one of the pillars of the economy in India and accounts for 13% of GDP. Retailing
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Service Marketing 10MBAMM314 Syllabus Module I Introduction to services: What are services‚ Why service marketing‚ Difference in goods and service in marketing‚ Myths about services‚ Concept of service marketing triangle‚ Service marketing mix‚ GAP models of service quality Module II Consumer behaviour in services: Search‚ Experience and Credence property‚ Customer expectation of services‚ Two levels of expectation‚ Zone of tolerance‚ Factors influencing customer expectation of services Customer
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December 16‚ 1998 Retail Financial Services in 1998 Delivery of retail financial services in the US was undergoing substantial realignment. With the relaxation of regulatory constraints on traditional financial intermediaries—banks‚ mutual funds‚ insurance companies‚ and brokerages—products and services were becoming increasingly similar. Banks and insurance companies were selling mutual funds‚ and Fidelity and Schwab were offering a full line of banking products and services‚ although unbundled
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Airlines and GoAir. All this was due to well planned service model and its efficient operations by its staff. SpiceJet has passenger service as well as cargo services on the same flight. It connects major cities in India including all Tier 1 cities and major tier 2 cities. It also has a few international flights. Cargo transportation accounts to major revenue creation but the brand name has been created due to its passenger transportation service model. SpiceJet has around 2500 employees on its roll
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Introduction to Services Marketing In general‚ goods can be defined as objects‚ devices‚ or things‚ whereas products refer to both goods and services. A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product. The distinction between goods and services is not perfectly clear. Service is the sum of all encounters between a customer and a service provider
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BMA791 SERVICES MARKETING Semester 1‚ 2013 THIS UNIT IS OFFERED IN: Hobart Teaching Team: Dr Rob Hecker Marcus Bai Xuesong CRICOS Provider Code: 00586B Contact Details Unit Coordinator & lecturer: Dr Rob Hecker Campus: Hobart Room Number: 307 Email: Rob.Hecker@utas.edu.au Phone: +61 3 6226 1774 Fax: +61 3 6226 2170 Consultation Time: By appointment 2 Contents Contact Details ……………………………………………………………………………………………………………………… Page 2
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1.0 OVERVIEW OF THE SERVICE INDUSTRY We have always had service industries‚ and indeed there are numerous biblical references to services as diverse as inn keeping‚ money lending and market trading. Over time‚ the service sector has grown in volume and in the importance attributed to it. According to Baker J.M et al‚ The Marketing Book 5th Ed‚ (2003)‚ early economists saw services as being totally unproductive‚ adding nothing of value to an economy. He quotes Adam Smith as having included
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Services Marketing Chapter 1:! New Perspectives On! !Marketing in the! ! !Service Economy! Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 1 Overview of Chapter 1! Services Marketing Why Study Services?! What are Services?! Marketing Challenges Posed by Services! Extended Marketing Mix Required for Services! Integration of Marketing with Other Management Functions! Developing Effective Service Marketing Strategies! Slide © 2010 by Lovelock
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Introduction in the retail industry it is often taken for granted that goods and services are available for purchase‚ when demand for them has been initiated. The cornucopia that good in a retail store or supermarket are available seldom means that consumers have forgotten how products have been initially supplied. With the emerging e-commerce consumers have come to demand complete availability and home delivery at time suiting their lifestyles‚ consumer tastes and preferences have also altered
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the consumer trough retail shops‚ but retail today should be viewed as being rather broader. Theories of retail change summarize forms of retail change‚ that involve three theories of retail change to explain‚ 1) natural selection in retailing‚ which is best adjust to their environment‚ are most likely to survive. The major environmental factors affecting retailing are‚ a) Retail changes in the consumer character‚ which is like population changes. b) Retail changes in technology
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