Download - Service Marketing Mix in Airlines Industry
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MARKETING MIX IN AIRLINES INDUSTRY
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Services are distinguished from products mainly because they aregenerally produced at the same time as they are consumed, and cannot be stored away or taken. An enhanced marketing mix needs to be deployed.
Its Not About Simply Reaching Out to Customers With the Right Service. But, Its Also About Creating That Right Desire to Possess The Service.
Services are Deeds, Processes, and Performances….
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PRODUCT
PRICE PLACE PROMOTION
PEOPLE
PROCESS
PHYSICAL
EVIDENCE
RAINBOW OF SERVICE MARKETING MIX
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PRODUCT
•Design.
•Quality.
•Range.
•Brand Name.
•Features.
PLACE
•Distribution Channels.
•Methods of Distribution.
•Coverage.
•Location.
PRICE
•List Price.
•Discounts.
•Commissions.
•Surcharges.
•Extras.
PROMOTION
•Advertising.
•Sales Promotion.
•Salesmanship.
•Publicity.
4P’s OF MARKETING MIX
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Giving a Feel For The “Product” Inside a Service Wrapper .
•Consumers are demanding not products, or features of products but the
benefits they will be offered.
•The airline product includes of two types of services:
1. On the Ground Services.
2. In-Flight Services.
PRODUCT MIX
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PRICE MIX
Premium
Pricing
Value For Money Pricing
Cheap Value
Pricing
APEX Fares
Low-Cost
Pricing
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• Online 24-hour reservation Systems.
• Consolidation.
• Tour Operator/ Travel Agent.
• Affiliated with companies.
PLACE MIX
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PROMOTION MIX
Advertising
Publicity
Sales promotion
Word of mouth
Airlines Advertisement Needs to Keep in Mind the Image of Country, The Scenic Beauty, Tourist Attractions, Rich Cultural Heritages or Which Would Attract Number of Tourists.
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PROMOTION MIX
Advertising
Publicity
Sales promotion
Word of mouth
The PRO, Receptionist, Travel Agents, Media People Are Very Important People in Publicizing The Business.
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PROMOTION MIX
Advertising
Publicity
Sales promotion
Word of mouth
The Travel Agents, Tour Operators, Frontline Staffs Contribute a Lot to The Promotion of Airlines Business.
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PROMOTION MIX
Advertising
Publicity
Sales promotion
Word of mouth ‘Customer Loyalty Ladder’ .
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• Competence.
• Reliability.
• caring Attitude.
• Responsiveness.
• Initiative.
• Problem Solving Ability.
• Goodwill.
PEOPLE MIX
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• Reservation.
• Flight Information.
• Facilities at The Airport.
• Baggage Handling.
• Meal Service.
• Flight Entertainment.
• Deliver Quality Service.
PROCESS MIX
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• On the ground:
• Booking offices or ticket counters.
• Paperwork.
• Brand Logo.
• Tickets.
PHYSICAL EVIDENCE
In-flight:
•Aircraft.•Seating Configuration.
•Good Inner-exteriors.
•Cleanliness.
•Uniforms.
•Ambience.
•Baggage.
•Labels or Tag.
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ByGROUP-8Biswajit Ghosh – H12.
© 2009 AIMS PGPM/G8