SlideShare una empresa de Scribd logo

9fms Pp12

•Descargar como PPT, PDF•
•
bhagchand
bhagchand
EmpresarialesEducación
1 de 17
Chapter 12 Services Marketing and Customer Relationships Sommers  Barnes Ninth Canadian Edition Presentation by Karen A. Blotnicky Mount Saint Vincent University, Halifax, NS Copyright © 200 1 by McGraw-Hill Ryerson Limited
Chapter Goals ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Nature of Services ,[object Object],[object Object],[object Object]
Goods and Services Continuum ,[object Object],[object Object],[object Object],[object Object]
Canned foods Ready- made clothes Auto- mobiles Draperies, Carpets Rest- aurant meals Repairs: auto, house, landscaping Air travel Insurance, Consulting, Teaching MOSTLY GOODS MOSTLY SERVICES The Goods-Services Continuum
Importance of Services ,[object Object],[object Object],[object Object],[object Object],Copyright © 1998 by The McGraw-Hill Companies, Inc.
Characteristics of Services ,[object Object],[object Object],[object Object],[object Object],[object Object]
Strategic Services Management ,[object Object],[object Object],[object Object],[object Object]
Strategic Product Implications ,[object Object],[object Object],[object Object],[object Object]
Managing Service Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Pricing Services ,[object Object],[object Object],[object Object],[object Object],[object Object]
Distribution of Services ,[object Object],[object Object],[object Object],[object Object]
Promotion of Services ,[object Object],[object Object],[object Object],[object Object]
Four Rs of Service Marketing ,[object Object],[object Object],[object Object],[object Object]
The Changing Environment for Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Other Considerations in Marketing Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Future Service Profitability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Recomendados

9fms pp12
9fms pp129fms pp12
9fms pp12
Pritam Saha
 
Customer Service
Customer ServiceCustomer Service
Customer Service
jazzm
 
Chapter 9. service marketing
Chapter 9. service marketingChapter 9. service marketing
Chapter 9. service marketing
Jags Jagdish
 
services marketing and its importance
services marketing and its importanceservices marketing and its importance
services marketing and its importance
Deep Kumar
 
Services marketing 7e chapter1
Services marketing 7e chapter1Services marketing 7e chapter1
Services marketing 7e chapter1
Jinan Khanfar
 
service marketing
service marketingservice marketing
service marketing
Chirag Gohil
 
Introduction to services
Introduction to servicesIntroduction to services
Introduction to services
Dr. Sneha Sharma
 
An Introduction to Services Marketing
An Introduction to Services MarketingAn Introduction to Services Marketing
An Introduction to Services Marketing
We Learn - A Continuous Learning Forum from Welingkar's Distance Learning Program.
 

Recomendados

9fms pp12
9fms pp129fms pp12
9fms pp12
Pritam Saha
 
Customer Service
Customer ServiceCustomer Service
Customer Service
jazzm
 
Chapter 9. service marketing
Chapter 9. service marketingChapter 9. service marketing
Chapter 9. service marketing
Jags Jagdish
 
services marketing and its importance
services marketing and its importanceservices marketing and its importance
services marketing and its importance
Deep Kumar
 
Services marketing 7e chapter1
Services marketing 7e chapter1Services marketing 7e chapter1
Services marketing 7e chapter1
Jinan Khanfar
 
service marketing
service marketingservice marketing
service marketing
Chirag Gohil
 
Introduction to services
Introduction to servicesIntroduction to services
Introduction to services
Dr. Sneha Sharma
 
An Introduction to Services Marketing
An Introduction to Services MarketingAn Introduction to Services Marketing
An Introduction to Services Marketing
We Learn - A Continuous Learning Forum from Welingkar's Distance Learning Program.
 
Services Marketing
Services MarketingServices Marketing
Services Marketing
Ch Usman Waheed
 
Services marketing
Services marketingServices marketing
Services marketing
Jags Jagdish
 
Sm7 ch02consumerbehavior
Sm7 ch02consumerbehaviorSm7 ch02consumerbehavior
Sm7 ch02consumerbehavior
Sufyan Sarwar
 
Book services marketing, lovelock
Book services marketing, lovelockBook services marketing, lovelock
Book services marketing, lovelock
Mayuresh Patil
 
Services Marketing
Services MarketingServices Marketing
Services Marketing
Dr. DIVYA VIJAY
 
Chapter 1 - introduction to services
Chapter 1 - introduction to servicesChapter 1 - introduction to services
Chapter 1 - introduction to services
shopnomon
 
Service sector management
Service sector managementService sector management
Service sector management
yasnysa
 
Services marketing-study -material-1
Services marketing-study -material-1Services marketing-study -material-1
Services marketing-study -material-1
iipmff2
 
Services marketing 1
Services marketing 1Services marketing 1
Services marketing 1
iipmff2
 
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
Mahmoud Bahgat
 
Basic Concepts of 'Services marketing'
Basic Concepts of 'Services marketing' Basic Concepts of 'Services marketing'
Basic Concepts of 'Services marketing'
Raja Adapa
 
Service marketing
Service marketingService marketing
Service marketing
Diana Oommachan
 
Services marketing Module 2
Services marketing Module 2Services marketing Module 2
Services marketing Module 2
Azam FA
 
Module 1 service marketing
Module 1 service marketingModule 1 service marketing
Module 1 service marketing
Chandrashekar M (chandu.math@gmail.com)
 
service-sector-management-theory-wwwmanagementsourceblogspotcom
service-sector-management-theory-wwwmanagementsourceblogspotcom service-sector-management-theory-wwwmanagementsourceblogspotcom
service-sector-management-theory-wwwmanagementsourceblogspotcom
snbagh1008
 
Challenges Of Service Marketers In Changing Business Environment
Challenges Of Service Marketers In Changing Business EnvironmentChallenges Of Service Marketers In Changing Business Environment
Challenges Of Service Marketers In Changing Business Environment
Partha Sinha
 
Services Marketing Lovelock Chapter 01
Services Marketing Lovelock Chapter 01Services Marketing Lovelock Chapter 01
Services Marketing Lovelock Chapter 01
H.M. Rawfun Elahe
 
Introduction to services mktg
Introduction to services mktgIntroduction to services mktg
Introduction to services mktg
Prithvi Ghag
 
intro to service marketing
intro to service marketingintro to service marketing
intro to service marketing
rockinglucky87
 
Positioning lovelock
Positioning lovelockPositioning lovelock
Positioning lovelock
Kalyani Praveen
 
Exec Cert Presentation
Exec Cert PresentationExec Cert Presentation
Exec Cert Presentation
bhagchand
 
Análise e comparação de tipos e ataques em servidores brasileiros
Análise e comparação de tipos e ataques em servidores brasileirosAnálise e comparação de tipos e ataques em servidores brasileiros
Análise e comparação de tipos e ataques em servidores brasileiros
Gledson Scotti
 

Más contenido relacionado

La actualidad más candente

Book services marketing, lovelock
Book services marketing, lovelockBook services marketing, lovelock
Book services marketing, lovelock
Mayuresh Patil
 
Service sector management
Service sector managementService sector management
Service sector management
yasnysa
 
Services marketing-study -material-1
Services marketing-study -material-1Services marketing-study -material-1
Services marketing-study -material-1
iipmff2
 
Services marketing 1
Services marketing 1Services marketing 1
Services marketing 1
iipmff2
 
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
Mahmoud Bahgat
 
Services marketing Module 2
Services marketing Module 2Services marketing Module 2
Services marketing Module 2
Azam FA
 
service-sector-management-theory-wwwmanagementsourceblogspotcom
service-sector-management-theory-wwwmanagementsourceblogspotcom service-sector-management-theory-wwwmanagementsourceblogspotcom
service-sector-management-theory-wwwmanagementsourceblogspotcom
snbagh1008
 
Challenges Of Service Marketers In Changing Business Environment
Challenges Of Service Marketers In Changing Business EnvironmentChallenges Of Service Marketers In Changing Business Environment
Challenges Of Service Marketers In Changing Business Environment
Partha Sinha
 
Introduction to services mktg
Introduction to services mktgIntroduction to services mktg
Introduction to services mktg
Prithvi Ghag
 
intro to service marketing
intro to service marketingintro to service marketing
intro to service marketing
rockinglucky87
 

La actualidad más candente (20)

Services Marketing
Services MarketingServices Marketing
Services Marketing
 
Services marketing
Services marketingServices marketing
Services marketing
 
Sm7 ch02consumerbehavior
Sm7 ch02consumerbehaviorSm7 ch02consumerbehavior
Sm7 ch02consumerbehavior
 
Book services marketing, lovelock
Book services marketing, lovelockBook services marketing, lovelock
Book services marketing, lovelock
 
Services Marketing
Services MarketingServices Marketing
Services Marketing
 
Chapter 1 - introduction to services
Chapter 1 - introduction to servicesChapter 1 - introduction to services
Chapter 1 - introduction to services
 
Service sector management
Service sector managementService sector management
Service sector management
 
Services marketing-study -material-1
Services marketing-study -material-1Services marketing-study -material-1
Services marketing-study -material-1
 
Services marketing 1
Services marketing 1Services marketing 1
Services marketing 1
 
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
12th Jeddah Marketing Club (Principles of Service Marketing) by Dr.wael Eisa
 
Basic Concepts of 'Services marketing'
Basic Concepts of 'Services marketing' Basic Concepts of 'Services marketing'
Basic Concepts of 'Services marketing'
 
Service marketing
Service marketingService marketing
Service marketing
 
Services marketing Module 2
Services marketing Module 2Services marketing Module 2
Services marketing Module 2
 
Module 1 service marketing
Module 1 service marketingModule 1 service marketing
Module 1 service marketing
 
service-sector-management-theory-wwwmanagementsourceblogspotcom
service-sector-management-theory-wwwmanagementsourceblogspotcom service-sector-management-theory-wwwmanagementsourceblogspotcom
service-sector-management-theory-wwwmanagementsourceblogspotcom
 
Challenges Of Service Marketers In Changing Business Environment
Challenges Of Service Marketers In Changing Business EnvironmentChallenges Of Service Marketers In Changing Business Environment
Challenges Of Service Marketers In Changing Business Environment
 
Services Marketing Lovelock Chapter 01
Services Marketing Lovelock Chapter 01Services Marketing Lovelock Chapter 01
Services Marketing Lovelock Chapter 01
 
Introduction to services mktg
Introduction to services mktgIntroduction to services mktg
Introduction to services mktg
 
intro to service marketing
intro to service marketingintro to service marketing
intro to service marketing
 
Positioning lovelock
Positioning lovelockPositioning lovelock
Positioning lovelock
 

Destacado

Exec Cert Presentation
Exec Cert PresentationExec Cert Presentation
Exec Cert Presentation
bhagchand
 
18 Services Marketing
18 Services Marketing18 Services Marketing
18 Services Marketing
bhagchand
 
инфотехнологии в начальной школе
инфотехнологии в начальной школеинфотехнологии в начальной школе
инфотехнологии в начальной школе
jekaterina08
 

Destacado (8)

Exec Cert Presentation
Exec Cert PresentationExec Cert Presentation
Exec Cert Presentation
 
Análise e comparação de tipos e ataques em servidores brasileiros
Análise e comparação de tipos e ataques em servidores brasileirosAnálise e comparação de tipos e ataques em servidores brasileiros
Análise e comparação de tipos e ataques em servidores brasileiros
 
2 наши интересы
2 наши интересы2 наши интересы
2 наши интересы
 
18 Services Marketing
18 Services Marketing18 Services Marketing
18 Services Marketing
 
Ti Boot Camp 2008
Ti Boot Camp 2008Ti Boot Camp 2008
Ti Boot Camp 2008
 
наши интересы
наши интересынаши интересы
наши интересы
 
Familia Amigos
Familia AmigosFamilia Amigos
Familia Amigos
 
инфотехнологии в начальной школе
инфотехнологии в начальной школеинфотехнологии в начальной школе
инфотехнологии в начальной школе
 

Similar a 9fms Pp12

Managing services
Managing servicesManaging services
Managing services
amitgurus
 
Chapter 24, service and non profit marketing, class notes
Chapter 24, service and non profit marketing, class notesChapter 24, service and non profit marketing, class notes
Chapter 24, service and non profit marketing, class notes
varsha nihanth lade
 
Intro to services
Intro to servicesIntro to services
Intro to services
nupur.r
 
Lovelock ppt chapter_01
Lovelock ppt chapter_01Lovelock ppt chapter_01
Lovelock ppt chapter_01
wickedkhan
 

Similar a 9fms Pp12 (20)

Managing services
Managing servicesManaging services
Managing services
 
A case study on etrade financial corporation uwsb
A case study on etrade financial corporation uwsbA case study on etrade financial corporation uwsb
A case study on etrade financial corporation uwsb
 
services marketing The nature and importance of services
services marketing The nature and importance of servicesservices marketing The nature and importance of services
services marketing The nature and importance of services
 
SERVICE MARKETING AND RETAIL MARKETING Shivaji University Syllabus
SERVICE MARKETING AND RETAIL MARKETING Shivaji University SyllabusSERVICE MARKETING AND RETAIL MARKETING Shivaji University Syllabus
SERVICE MARKETING AND RETAIL MARKETING Shivaji University Syllabus
 
Services Marketing
Services MarketingServices Marketing
Services Marketing
 
Services Marketing.pptx
Services Marketing.pptxServices Marketing.pptx
Services Marketing.pptx
 
SERVICE MARKETING_INTRODUCTION.pptx
SERVICE MARKETING_INTRODUCTION.pptxSERVICE MARKETING_INTRODUCTION.pptx
SERVICE MARKETING_INTRODUCTION.pptx
 
Module 7
Module 7Module 7
Module 7
 
Chapter 24, service and non profit marketing, class notes
Chapter 24, service and non profit marketing, class notesChapter 24, service and non profit marketing, class notes
Chapter 24, service and non profit marketing, class notes
 
Case study uwsb
Case study uwsbCase study uwsb
Case study uwsb
 
Marketing Financial Services
Marketing Financial ServicesMarketing Financial Services
Marketing Financial Services
 
Intro to services
Intro to servicesIntro to services
Intro to services
 
Service marketing mix
Service marketing mixService marketing mix
Service marketing mix
 
Marketing Mix In Traditional Marketing
Marketing Mix In Traditional MarketingMarketing Mix In Traditional Marketing
Marketing Mix In Traditional Marketing
 
Marketing strategies for service firms
Marketing strategies for service firmsMarketing strategies for service firms
Marketing strategies for service firms
 
Services marketing
Services marketingServices marketing
Services marketing
 
Lovelock ppt chapter_01
Lovelock ppt chapter_01Lovelock ppt chapter_01
Lovelock ppt chapter_01
 
The Service Innovation Course Portland State University
The Service Innovation Course Portland State UniversityThe Service Innovation Course Portland State University
The Service Innovation Course Portland State University
 
Service marketing1
Service marketing1Service marketing1
Service marketing1
 
Designing and Managing Services
Designing and Managing ServicesDesigning and Managing Services
Designing and Managing Services
 

Más de bhagchand

Week #9 Chap11 Mgt 489
Week #9 Chap11 Mgt 489Week #9 Chap11 Mgt 489
Week #9 Chap11 Mgt 489
bhagchand
 
Secom%20 Online%20 Marketing
Secom%20 Online%20 MarketingSecom%20 Online%20 Marketing
Secom%20 Online%20 Marketing
bhagchand
 
Kotler06exs Analyzing Consumer Markets And Buyer Behavior
Kotler06exs Analyzing Consumer Markets And Buyer BehaviorKotler06exs Analyzing Consumer Markets And Buyer Behavior
Kotler06exs Analyzing Consumer Markets And Buyer Behavior
bhagchand
 
Consumer Decision Making Process
Consumer Decision Making ProcessConsumer Decision Making Process
Consumer Decision Making Process
bhagchand
 
Bb Marketing
Bb MarketingBb Marketing
Bb Marketing
bhagchand
 
Effective Communication Skills By Bhag Chand Jat
Effective Communication Skills By Bhag Chand JatEffective Communication Skills By Bhag Chand Jat
Effective Communication Skills By Bhag Chand Jat
bhagchand
 
Bhag Chand Coca Cola Summer Training Full Report
Bhag Chand Coca Cola Summer Training Full ReportBhag Chand Coca Cola Summer Training Full Report
Bhag Chand Coca Cola Summer Training Full Report
bhagchand
 

Más de bhagchand (9)

Week #9 Chap11 Mgt 489
Week #9 Chap11 Mgt 489Week #9 Chap11 Mgt 489
Week #9 Chap11 Mgt 489
 
Secom%20 Online%20 Marketing
Secom%20 Online%20 MarketingSecom%20 Online%20 Marketing
Secom%20 Online%20 Marketing
 
Kotler06exs Analyzing Consumer Markets And Buyer Behavior
Kotler06exs Analyzing Consumer Markets And Buyer BehaviorKotler06exs Analyzing Consumer Markets And Buyer Behavior
Kotler06exs Analyzing Consumer Markets And Buyer Behavior
 
Consumer Decision Making Process
Consumer Decision Making ProcessConsumer Decision Making Process
Consumer Decision Making Process
 
Ch22[1]
Ch22[1]Ch22[1]
Ch22[1]
 
Bb Marketing
Bb MarketingBb Marketing
Bb Marketing
 
07brands
07brands07brands
07brands
 
Effective Communication Skills By Bhag Chand Jat
Effective Communication Skills By Bhag Chand JatEffective Communication Skills By Bhag Chand Jat
Effective Communication Skills By Bhag Chand Jat
 
Bhag Chand Coca Cola Summer Training Full Report
Bhag Chand Coca Cola Summer Training Full ReportBhag Chand Coca Cola Summer Training Full Report
Bhag Chand Coca Cola Summer Training Full Report
 

Último

Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesMysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Dipal Arora
 
Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...
Roland Driesen
 
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
dollysharma2066
 
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
Aggregage
 
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service BangaloreCall Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
amitlee9823
 
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabiunwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
Abortion pills in Kuwait Cytotec pills in Kuwait
 

Último (20)

Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesMysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
 
HONOR Veterans Event Keynote by Michael Hawkins
HONOR Veterans Event Keynote by Michael HawkinsHONOR Veterans Event Keynote by Michael Hawkins
HONOR Veterans Event Keynote by Michael Hawkins
 
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfDr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
 
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st CenturyFamous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Century
 
Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...
 
Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...
 
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRLMONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
 
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
 
Grateful 7 speech thanking everyone that has helped.pdf
Grateful 7 speech thanking everyone that has helped.pdfGrateful 7 speech thanking everyone that has helped.pdf
Grateful 7 speech thanking everyone that has helped.pdf
 
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
 
John Halpern sued for sexual assault.pdf
John Halpern sued for sexual assault.pdfJohn Halpern sued for sexual assault.pdf
John Halpern sued for sexual assault.pdf
 
Forklift Operations: Safety through Cartoons
Forklift Operations: Safety through CartoonsForklift Operations: Safety through Cartoons
Forklift Operations: Safety through Cartoons
 
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
 
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
 
B.COM Unit – 4 ( CORPORATE SOCIAL RESPONSIBILITY ( CSR ).pptx
B.COM Unit – 4 ( CORPORATE SOCIAL RESPONSIBILITY ( CSR ).pptxB.COM Unit – 4 ( CORPORATE SOCIAL RESPONSIBILITY ( CSR ).pptx
B.COM Unit – 4 ( CORPORATE SOCIAL RESPONSIBILITY ( CSR ).pptx
 
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service BangaloreCall Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
 
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabiunwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
 
7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...
 
A DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMANA DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMAN
 
Regression analysis: Simple Linear Regression Multiple Linear Regression
Regression analysis: Simple Linear Regression Multiple Linear RegressionRegression analysis: Simple Linear Regression Multiple Linear Regression
Regression analysis: Simple Linear Regression Multiple Linear Regression
 

9fms Pp12

  • 1. Chapter 12 Services Marketing and Customer Relationships Sommers  Barnes Ninth Canadian Edition Presentation by Karen A. Blotnicky Mount Saint Vincent University, Halifax, NS Copyright © 200 1 by McGraw-Hill Ryerson Limited
  • 2.
  • 3.
  • 4.
  • 5. Canned foods Ready- made clothes Auto- mobiles Draperies, Carpets Rest- aurant meals Repairs: auto, house, landscaping Air travel Insurance, Consulting, Teaching MOSTLY GOODS MOSTLY SERVICES The Goods-Services Continuum
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.