1. Managing Services
Chapter 12

2. Services
Intangible items for which consumers exchange something of value
4x larger than goods industry

3. 4 I’s of Service Intangibility Inconsistency Inseparability Inventory
Idle production capacity
Source:

4. Services Continuum
A range of the services-oriented and goods-oriented available in the marketplace
Source:

5. Service Classification
People delivery v. Equipment delivery
Profit v. Nonprofit
Government sponsored v. Non-government Sponsored

6. Assessing Purchase Process and Service Quality
Properties
Search
Experience
Credence
Assessing Service Quality
Gap analysis
Four factors
Servicescape
Service providers
Other customers
Invisible organization and systems
Source:

7. Relationship Marketing and Services
Customer Contact Audit
Marks “contact points”

8. Marketing Services Internal Marketing Product Employee-focus
Exclusivity
Branding
Capacity Management

9. Marketing Services
Pricing
Off-peak pricing
Place
Promotion
Publicity