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Services Marketing Introduction  Services are… Deeds, processes, and performances A critical component of our economy  Labor force and GDP Different.

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Presentation on theme: "Services Marketing Introduction  Services are… Deeds, processes, and performances A critical component of our economy  Labor force and GDP Different."— Presentation transcript:

1 Services Marketing Introduction  Services are… Deeds, processes, and performances A critical component of our economy  Labor force and GDP Different than customer service  CS = the service provided to support a company’s core products  Services and customer service share common traits Different than tangible products

2 Tangibility Spectrum Intangible Dominant Salt Soft Drinks Detergents Automobiles Cosmetics Advertising Agencies Airlines Investment Management Consulting Fast-food Outlets Fast-food Outlets Tangible Dominant

3 Industries Classified within the Service Sector

4 Key Differences between Goods and Services  Intangibility  Heterogeneity  Simultaneous Production and Consumption  Perishability

5 Implications of Differences

6 Expanded Marketing Mix For Services  Product  Price  Place  Promotion  People  Process  Physical Evidence

7 Traditional Marketing Mix

8 Additional Elements for Services

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