Category: Marketing » Service Marketing »

How to measure customer satisfaction and loyalty to improve business performance?

Buttle, (2013), conceptualized that customer satisfaction, loyalty and business performance are all interlinked with one another. Corroborating Buttle, (2013), Hill and Alexander, (2017) stated that:

….profit can be traced back to customer satisfaction which, in turn, is related to employee loyalty (p22).

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Marketing strategies of 5 star hotels of India

Indian hotel industryMarketing strategies are laid to achieve long term objectives of the company (Johnson n.d.) and this applies to 5 star hotels too. General goals of most hotels are to expand their presence in more regions, increase customers, improve the quality of their services and earn more profits. Read more »

A different approach for the service industry

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 »

Price as an indicator of service quality

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 »

Role of customers in service delivery

Service delivery for customers can be seen in a factory. The place the service is produced and is consumed interacting with the employees and other customers.   Read more »

Concept of service marketing

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. Eg.: Transportation, Communication, Educational services etc. Read more »

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