1. 10-1 MARKETING MANAGEMENT Designing and Managing Services

2. 11-2 Chapter Questions How are services defined and classified? How are services marketed, and how can service quality be improved? How can goods-producing firms improve customer support services? How can services create strong brands?

3. 11-3 Service A service is an act of performance that one party can offer another that is intangible (does not result in the ownership of anything); Its may or may not be tied to a physical product © Copyright 2008 Pearson Education Canada

4. Durability and Tangibility Nondurable goods Services Durable goods © Copyright 2008 Pearson Education Canada 10-4

5. 13-5 Distinctive Characteristics of Services Intangibility Inseparability Variability Perishability

6. Service In Canada Service industry in Canada now accounts for 69% of GDP (2005) Employs more than 12 million people –(4 million working in goods- producing sector) Basis of competition shifted to superior performance, on-time delivery, and quicker resolution of complaints 11-6 © Copyright 2008 Pearson Education Canada

7. 11-7 Continuum of Evaluation for Different Types of Products © Copyright 2008 Pearson Education Canada

8. 13-8 Service-Quality Model

9. 13-9 SERVQUAL Topics

10. 13-10 Case What should Walmart do? What should Blockbuster do?