Case1: Finished Shelly Co. is a multinational corporation. It entered the Indian market by opening petrol bunks in chennai city. The price of petro and.

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Presentation transcript:

Case1: Finished Shelly Co. is a multinational corporation. It entered the Indian market by opening petrol bunks in chennai city. The price of petro and diesel. The price of petrol and diesel at Shelly outlets are higher than outlets. The Petrol Bunks than outlets. The Petrol Bunks are large in size and are well maintained. The employees follow a decent dress code. But the overall sales of Shelly is not very high. Questions: Suggest some strategies to promote the services of Shell. How can Petrol and diesel retail services be improved?

Cases 2: Premier Courier Ltd. (PCL) is an innovative overnight delivery company that helped change the way companies do business. It was the first company to offer an overnight delivery system, but the company markets more than just a delivery service. What PCL really sells is on-time reliability. The company markets risk reduction and provides the confidence that people shipping packages will be “Absolutely, positively, certain their packages will be there by 10.30 in the morning”. In fact, PCL sells even more than reliable delivery. It designs tracking and inventory management systems for

Cases 2: Finished many large companies. In other words, its customers buy more than just delivery service they buy a solution to their distribution problems. For example, a warehouse designed and operated by PCL is part of the distribution centre for a very large computer firm. In other organisations, customers can place an order for inventory as late as midnight, and the marketer, because of PCL’s help, can guarantee delivery by the next morning. PCL has positioned itself as a company with a service that solves its customers’ problems.

Case 2: Questions: What is PCL’s product? What are the tangible and intangible elements of this service product? What are the elements of service quality for a delivery service like PCL? In what way does technology influence PCL’s service quality?