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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],12 -

The Nature of Services ,[object Object],[object Object],[object Object],12 -

Goods and Services Continuum ,[object Object],[object Object],[object Object],[object Object],12 -

12 - 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

Characteristics of Services ,[object Object],[object Object],[object Object],[object Object],[object Object],12 -

Strategic Services Management ,[object Object],[object Object],[object Object],[object Object],12 -

Strategic Product Implications ,[object Object],[object Object],[object Object],[object Object],12 -

Managing Service Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 -

Pricing Services ,[object Object],12 - ,[object Object],[object Object],[object Object],[object Object]

Distribution of Services ,[object Object],[object Object],[object Object],[object Object],12 -

Promotion of Services ,[object Object],[object Object],[object Object],[object Object],12 -

Four Rs of Service Marketing ,[object Object],[object Object],[object Object],[object Object],12 -

The Changing Environment for Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 -

Other Considerations in Marketing Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 -

Future Service Profitability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 -

9fms pp12

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