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The service sector has been mounting radically for more than fifty years, to the extent that in the developed world, more people make their living from producing services than making manufactured goods. Read more »
Category: Service Marketing
A different approach for the service industry
Article by Gayatri Chopra
on December 7, 2011
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Price as an indicator of Service Quality
Article by Priya Chetty
on October 30, 2010
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One of the intriguing aspects of pricing is that buyers are likely to use price as an indicator of both service costs and service quality—price is at once an attraction variable and a repellent. Read more »
The role of Non-monetary Costs
Article by Priya Chetty
on October 30, 2010
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In recent years economists have recognized that monetary price is not the only sacrifice consumers make to obtain products and services. Demand, therefore, is not just a function of monetary price but is influenced by other costs as well. Read more »
The Service Profit Chain
Article by Priya Chetty
on October 30, 2010
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There is a concrete evidence that satisfied employees make for satisfied customers (satisfied customers can, in turn, reinforce employees’ sense of satisfaction in their jobs). Read more »
Critical Importance of Service Employees
Article by Priya Chetty
on October 30, 2010
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It is very important to focus on employees because :
- They are the service
- They are the organization in the customer’s eyes
- They are the brands
- They are the marketers Read more »
Service Blueprinting
Article by Priya Chetty
on October 30, 2010
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Services commonly lack concrete specifications. Products on the other hand are produced with concrete and detailed plans, written specifications and engineering drawings. Read more »
Service Recovery
Article by Priya Chetty
on October 30, 2010
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Service Recovery refers to the action taken by an organization response to a service failure. Failure occurs for all kinds of reasons: Read more »
Service Marketing
Article by Priya Chetty
on October 30, 2010
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Services are deeds, processes and performances. Services include all economic activities whose output is not a physical product or construction, is generally consumed at the time it is produced, and provides added value in forms (such as convenience, amusement, timeliness, comfort or health) that are essentially intangible concerns of its first purchaser. Read more »
