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Assignment on ‘Service Marketing
By: Koustuv ChatterjeeOn a Telecom provider
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What are “Services”?
• Services “include all economic activities whose output is not a physical product or production, is generally consumed at the time it is produced, and provides added value in forms (such as convenience, amusement, timeliness, comfort, or health) that are essentially intangible concerns of its first purchaser.”• Ex: Health care, network provider etc.
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4 Ps of Marketing..
Product Price Place Promotion
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7 Ps of Service Marketing..
Product Price Place Promotion People Process Physical Evidence
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Product:
“All Aspects of Service Performance that Create Value”
Basic product
Augmented productSupplementary
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Product:
Mobile telephony
WEB & WAP
MMS
SMS
3G
Cricket info
Job info
Caller tunes
VAS
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Price..• Cost of service.• Vidafone has very flexible plans.
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It is very important to identify and Minimize Other Costs Incurred by Users
• Additional monetary costs associated with service usage (e.g- service tax, local tax etc.)
• Time expenditures, especially waiting • Unwanted mental and physical effort• Negative sensory experiences
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To reduce the waiting time..
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Place..• Where: Any Vodafone store, local retail shop or
www.vidafone.in • When: Any week days.• How: By providing identity proof & photo.• Geographic Location: Whole India & through intense roaming
network all over the WORLD• Channel partners:
Local office Distributors Retailers
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Promotions:
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Cont..
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Cont..
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Cont..
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People..
• It includes all the stake holders of Vodafone
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Cont..
Customers
Operations Management
Marketing Management
Human Resources Management
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Process..
Method and Sequence in Service Creation and Delivery
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Physical Evidence..Designing the Servicescape and providing tangibleevidence of service performances.
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Vodafone store (Servicescape)
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Thank you