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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functions of CRM are sales‚ marketing‚ support‚ finance and executive. Some examples that would fall in the sales category would be lead/prospect generation‚ qualification‚ distribution‚ tracking‚ analysis‚ reporting‚ meeting planning‚ proposal generation and support‚ and competitive analysis. Some examples of marketing would be campaign management‚ literature fulfillment‚ marketing penetration and segmentation‚ event planning‚ analysis & reporting‚ database marketing‚ list management‚ product development
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Banking Industry in UK 1.0 Introduction The UK Banking sector is the world’s third largest in terms of Return on capital & efficiency after USA and Japan. Around 3.5% of the total UK’s workforce is working in banking sector and it is providing services to 95% of the population. UK is considered as Investment Hub for Private Banking & Investment in the international Market. 2.0 Size and Importance of Banking Industry to National Economy The UK Banking sector is one of the largest sectors to the
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Executive Summary: Nowadays‚ the service industry‚ especially banks‚ faces increasing competition. In such environment‚ differentiation is necessary. The general purpose of this thesis is to understand how a bank can achieve differentiation based on a marketing approach. Two research questions will respectively examine the three additional P’s of the marketing mix (People‚ Presentation or Physical Evidence and Process) and the Customer Relationship Management as possible differentiators. To fulfill
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economic integration today‚ the legal framework is fluency‚ the barriers of discrimination between the banks no longer exist‚ the services of almost equivalent. The bank do more advanced technology will certainly capture the advantage. Most of the banks are using computers to automate the processing stage to optimize performance and limit manually. Banking industry is becoming more competitive. Customers today have more opportunities to reach more information. They have more options in choosing
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Contents 1. Introduction 2 2. Industry Analysis 3 2.1 Industry Background 3 2.2 PEST (EL) analysis 4 2.2.1 Political 4 2.2.2 Economic 5 2.2.3 Social-Cultural 8 2.2.4 Technological 10 2.2.5 Environmental 11 2.2.6 Legal 11 2.3 Summary of the PESTEL analysis 11 3. Porter’s Five Forces on retail banking industry. 12 3.1 Rivalry among Existing Companies 13 3.2 Entry barrier 14 3.3 Supplier power 16 3.4 Buyer power 17 3.5 Availability of Substitute products 19 3.6
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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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Australia’s Banking Industry Date: May 2011 Disclaimer This publication has been prepared as a general overview of the Banking Industry in Australia and does not constitute and is not intended to constitute financial product advice as defined under the Corporations Act 2001 (Cwth). Nothing in this document should be construed as a recommendation or statement of opinion intended to influence a person in making an investment decision. The information is made available on the strict understanding
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INDIAN BANKING INDUSTRY Banking forms the back bone of the country. Banks are special as they not only accept and deploy large amounts of uncollateralized public funds in fiduciary capacity‚ but also leverage such funds through credit creation. They directly or indirectly affect the growth of the country. Banking in India has gone through different phases of nationalization and liberalization. In confront of American crisis‚ evolving technology‚ growing Indian economy and further liberalization
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Banking Sector in Bangladesh Introduction The Jews in Jerusalem introduced a kind of banking in the form of money lending before the birth of Christ. The word ’bank’ was probably derived from the word ’bench’ as during ancient time Jews used to do money -lending business sitting on long benches. First modern banking was introduced in 1668 in Stockholm as ’Svingss Pis Bank’ which opened up a new era of banking activities throughout the European Mainland. In the South Asian region‚ early banking
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