1. Presentation On Service Marketing
Presented To
Mam Ammara Ikram
Presented By
Khurram Shahzad
Roll No
07-32

2. Contents Introduction Characteristics Of Service
Marketing Strategies for service firms
Types Of Service Marketing
Marketing Tasks Of Service Companies

3. Introduction In US, 79% of total jobs are service jobs.
It is estimated that in 2014, nearly four out of
five jobs will be the service jobs in the United States.

4. Service Industry Service Industry Vary greatly.
Government Organizations Services
Non-Profit Organizations Services
Business Organizations Services
Courts, Hospitals ,Military Services, Postal Services and
Schools.
Museums, Charities, Churches, Colleges ,Foundations
and Hospitals.
Airlines, Banks, Hotels, Insurance Companies,
Entertainment Companies, Medical Practices and Others.

5. Characteristics Of a Service
Intangibility:
Services can’t seen, tasted, felt ,heard
or smelled before purchase.
Example:
Airline services, Plastic surgery

6. Characteristics Of a Service
Inseparability:
Services can’t be separated from their
providers, services are produced and
consumed at same time.
Example:
Live news broadcasting, Plastic Surgery

7. Characteristics Of a Service
Variability:
Quality of services depends upon who
provides them and when , where and how.
Example:
Insurance policy agent

8. Characteristics Of a Service
Perishability:
Services cannot be stored for later sale
or use.
Example:
Peak and downfall season of hotel

9. Marketing strategies for service firms
Like manufacturing firms , service firms also
use the marketing strategies to position themselves
in the market and to bring greater value and
customer satisfaction.

10. Service Profit Chain “The chain that links service firm profit with
employee and customer satisfaction.”

11. Types Of Service Marketing
Company
Internal
Marketing
External
Marketing
Employees
Customers
Interactive
Marketing

12. Types Of Service Marketing
Internal marketing:
Orienting and motivating customer-
contact employees and the sporting
services people to work as a team to
provide customer satisfaction.

13. Types of Service Marketing
Interactive marketing:
“Training service employees in the
fine art of interactive with customer
to satisfy their needs”
External marketing:
“It is a traditional marketing by using p’s”

14. Marketing Tasks Of Service Companies

15. Marketing Tasks Of Service Companies
Managing Service Differentiation:
Develop differentiation offers
Develop differentiation delivery
Develop differentiation Image

16. Marketing Strategies For Service Firms
Managing service quality:
Empower first line manager
Develop high service quality standards
Watch service performance closely

17. Marketing Strategies For Service Firms
Managing Service Productivity:
Train current or new employees.
Utilize technology.
In order to increase the service productivity, a particular
useful approach is “intellectual capital management”.

18. Thanks