Ch1 Flashcards
(30 cards)
Why Study Services?
Because Most new jobs are generated by
services
2– In most countries around the world, new
job creation comes mainly from services.
- Changes in regulations
- Privatization
- New rules to protect consumers, employees, and the
environment - New agreements on trade in services
Government Policies
Social Changes include
-Rising consumer expectations
* Ubiquitous social networks
* More affluence غنى
* More people short of time
* Increased desire for buying experiences versus things
* Rising consumer ownership of computers, smart phones, wearables, and other high-tech equipment
* Easy access to more information
* Immigration
* Aging population -كبار السن
Business Trends include
- Push to increase shareholder value
- Emphasis on productivity and cost savings
- Manufacturers add value through service and sell services
- Firms increasingly focus on developing platform-type business models
- More strategic alliances and outsourcing
- Focus on quality and customer satisfaction
- Growth of franchising
- Marketing emphasis by non-profits
التركيز التسويقي على المنظمات الغير ربحية
Advances in Technology include
- Ubiquity of the Internet and mobile connectivity
- Robotics
- Artificial intelligence
- Analytics and big data
- User-generated content
- Internet of things (IoT)
- Mobile technologies * Cloud technology * Geotagging * Text processing * Speech processing * Image processing * Virtual reality
Globalization Including
- Companies increasingly operate on a global level
- Increased international travel
- International mergers and alliances
- Offshoring of customer service
- Foreign competitors invade domestic markets
refers to the contracting of services that
were previously conducted internally in an organization to an external service provider.
Outsourcing
refers to services that are conducted in one country and consumed in another.
Offshoring
- Car repair- car rental
- Medical check-up
- Management
Is example of…
Benefits Without Ownership
- Boats
- Fancy dress costumes
- Construction and excavation equipment
Is example of
Rented goods services
Other people are hired to perform work that customers either cannot or choose not to do themselves.
Benefits Without Ownership
- A seat in an aircraft
- A suite in an office building
- A storage container in a warehouse
Is example of …
space and facility rentals
Customers rent the right to share the use of the facility. The facilities may be a combination of indoors, outdoors, and virtual.
Access to shared facilities
Access to shared facilities examples…
- Theme parks
- Golf clubs
- Toll roads
- Golf clubs
Customers rent the right to participate in a specified network. Service providers offer a variety of terms for access and use, depending on customer needs.
Access and use of networks and systems
- Telecommunications
* Utilities and banking
* Social online networks and games
Is example for …
Access and use of networks and systems
………….are economic activities performed by one party to another. Often time-based, these performances bring about desired results to recipients, objects, or other assets .
Services
What is IHIP
– Intangibility
–Heterogeneity (variability of quality)
–Inseparability of production and consumption
–Perishability
The 7 ‘P’s of Services Marketing
Product
Price
Place
Promotion
Process
Physical environment
People
The 7 ‘P’s of Services Marketing
Product
Price
Place
Promotion
Process
Physical environment
People
consist of a core product that meets the customers’ primary need and a variety of supplementary service elements that are mutually reinforcing, and add value to help customers use the core product more effectively.
Service products
consist of a core product that meets the customers’ primary need and a variety of supplementary service elements that are mutually reinforcing, and add value to help customers use the core product more effectively.
Service products
include providing information, consultation, order-taking, hospitality, handling exceptions, etc.
Supplementary service elements
……………..is highly dynamic, with price levels adjusted over time according to factors like customer segment, time and place of delivery, level of demand, and available capacity.
Pricing strategy
