1. Service Sector Management Yasmin S

2. What is services? Service is any act or performance that one party can offer to another that is essentially intangible and does not result in any ownership of anything. Its production may or may not be tied to physical products..Philip Kotler Services marketing is marketing based on relationship and value. It may be used to market a service or a product There are no such thing as service industries. There are only industries whose service components are greater or less than those of other industries. Everybody is in service.” Theodore Levitt-

3. What is a service? It is intangible. It does not result in ownership. It may or may not be attached with a physical product

4. Difference between physical goods and services

5. Characteristics of Service Sector Intangibility Perish ability Inseparability Heterogeneity Ownership Quality measurement Nature of demand

6. Reasons behind the growth of the Service Industry Increasing affluence More leisure time Higher percentage of working women Complex products Complexity of life

7. Service Marketing Triangle SSM An Indian Perspective C. Bhattacharjee

8. Moment of Truth (MOT) Service encounter is known as MOT “any episode in which the customer comes in contact with the organization and gets an impression of the quality of its services” Eg. A rude employees behavior makes the customer conclude that he is dealing with a rude company.

10. Services cannot be stored

11. Trust building

12. Brand management

13. Competition

14. Physical evidence

16. External environment

17. Micro Environment

19. Micro Environment Corporate Resources Customers Suppliers Competitors Marketing intermediaries

22. Legal/ regulatory environment

23. Technological environment

25. Porters Five Force Model