Service Marketing

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Services marketing

Service-Based-Business Marketing Plan
Frito-Lay is the undisputed chip champ of North America. The company makes some of the best-known and top-selling savory snacks around, including Cheetos, Doritos, Lay's, Ruffles, and Tostitos. On the sweet side, Frito-Lay also makes Grandma's cookies, Fun Yuns onion-flavored rings, Cracker Jack candy-coated popcorn, and Smart food popcorn. It also offers Fun Yuns onion-flavored rings, Smart food popcorn, and a line of chips made with the fat substitute, Olestra under the Light brand name. Owned by PepsiCo, Frito-Lay North America (i.e., the US and Canada) accounts for about one-third of the soda maker's sales. Frito-Lay's Mexican sales are reported within Pepsi's Latin America Foods segment ("Frito-Lay north America,” 2011). Frito Lay has been in business for more than 75 years delivering a product that sets the standard in the convenient food industry. Frito Lay is a company that is a division of PepsiCo, which also consists of other companies such as Pepsi-Cola, Quaker foods, Gatorade, and Tropicana. Frito is just a branch on the tree of PepsiCo this helps the company have lots of buying power, and make it more attractive to investors.
The customers who purchase items are anyone from small children to the most elderly people in the world. It is hard to go anywhere and not find a place that does not sell Frito Lay products either in the stores themselves or vending machines or restaurants. Frito lay is a direct store delivery business that delivers items such as potato chips, cookies, and crackers. It is classified in the salty snack food category. However the industry is facing a society that is ever conscience of the effect of Trans fat, and extra calories can do to a person’s body. Frito has had to innovate ways to make snacks healthier which include completely removing trans-fat from the…...

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Service Marketing

...University of Technology, Jamaica Faculty of Business and Management School of Business Administration Post Graduate Division SUBMISSION DATE: July 24, 2010 Service Encounter themes with San Flora Express Recovery Satisfactory I ordered a bouquet from San Flora Express and paid for same day service but the wrong bouquet was delivered a day later. The customer service manager called back to apologize and advise me about the delay and sent a gift basket on the delivery day, sent an upgrade to the floral arrangement the following day and this was done without any additional charges. Dissatisfactory The customer service representative informed me that there was nothing they could do about delivering my bouquet on-time and told me that late or next day delivery was a consequence of placing an order on a public holiday. This was not explained when I was making the ordering and payment. She furthered informed me that the order was non-refundable. Adaptability Satisfactory My cousin went into labour a week and a half before the expected time. The policy at San Flora Express states that orders placed after mid-day will be delivered on the following day. However, the receptionist said there were not much delivery to go out that afternoon and made an exception in my case to have the bouquet delivered that evening. Dissatisfactory I know that my cousin is allergic to Daffodils and Chrysanthemums so I asked San Flora Express to inform me of the types of...

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...SERVICES MARKETING : CHAPTER – 2 Consumer Behaviour in Services Marketing INTRODUCTION : In this chapter we’ll study Consumer Behaviour (CB). This is defined as the actions & beliefs that guide a person to purchase a particular product or service. The emphasis on services by companies across the worlds has lead to a growth in the expectations of customers today. The customer seeks customised services at his doorstep & is himself involved in defining the kind of service he expects. The purchase decisions of customers are not made in isolation, but rather they are influenced by environmental factors such as culture, social class, family & other institutional factors. The study of CB requires inputs from various disciplines, such as sociology, psychology & economy. CB deals with the study of the factors that influence a customer in purchasing a product, service and the process that he goes thro’, to evaluate the product/service prior to & even after its purchase & use. Difference between Characteristics of Goods & Services : There are three basic attributes on the basis of which the differentiation of evaluation of goods & services take place. They are Search, Experience & Credence (SEC). As explained below : 1. Search qualities : This is a characteristic that can estimated before the purchase or consumption of a product. This is the quality on the basis of which some goods/services can be searched. Goods have a higher degree of this search qualities as compared to...

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... Krefeld (TKK) has progressed considerably. Furthermore, the 400 MW offshore wind park Borken (WB) shall be put into operation prior to the year 2012. When completed, the power generation portfolio of Trianel will rely on natural gas (43 %), hard coal (41 %), and wind power (16 %). Independent generation of electricity is the main driver for the municipal utilities to cooperate in Trianel whose expertise in project development will assist these partners in achieving their task. SW 1 Equity Debt SW 2 Equity SW n Equity Service Debt Financing Interest + Amortization Coal Remuneration Technical Management Coal Suppliers Revenues Trianel Business Management as service provider Trading Transactions • Spot market • Futures • Control energy • Reserve • Intra-Day 750 MW Supply of electricity according to schedule Revenues SW = Stadtwerk (municipal utility) Electricity SW 1 SW 2 SW n Figure 2 Project structure Copyright © Siemens AG 2009. All rights reserved. 4 Cost-effective growth by investing in power plants is an appealing approach for municipal utilities. Economies of scale favor large-scale power generation projects. Due to the significant capital requirements for such projects, the market entry barrier for a new power supplier is relatively high. Partners achieve a critical size by pooling of interests and will be able to finance power plant projects together that cannot be realized alone. This is the Trianel approach.......

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... enterprise is cash flow. An entrepreneur needs it to buy inventory, pay for services, promote and market your business, repair and replace tools and equipment, and payment; so that he can continue the work. Therefore, all home business owners must become wise money managers to ensure that the cash keeps flowing and the bills get paid. There are two aspects to wise money management. 1. The money we receive from clients in exchange for goods and services he provides (income) 2. The money he spends on inventory, supplies, wages and other items required to keep his business operating. (expenses) Plan everything: Planning every aspect of our home business is not only a must, but also builds habits that every home business owner should develop, implement, and maintain. The act of business planning is so important because it requires us to analyze each business situation, research and compile data, and make conclusions based mainly on the facts as revealed through the research. Create a competitive advantage: A home business must have a clearly defined unique selling proposition. It will be better service, a longer warranty, better selection, longer business hours, more flexible payment options, lowest price, personalized service, better customer service, better return and exchange policies. Accomplishing Dreams: One key characteristic for entrepreneurs is to believe that they can accomplish their dream to solve a problem with a business need that has not yet been......

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... measures. They also can make a pinpoint stages in the process at which customers commonly have a problem. By this problem, the both security company that we choose have no problem in term of wait time but they also have a problem in term of attitude their employee during make a job or other else. From that situation Securiforce and Safeguard have their own strategy to solve that problem example give a fines or reparation to their customer. Last key characteristic is the blueprinting complements service scripts, which provide a step by step description of the services encounter from the perspectives of the various players involved. A script can help to identify potential or existing problems in a specific service process. In security services there involve several players which are security guard, owner of company and customer. Every players must identify and review the script and take action of the missing steps or other mistakes. This can give positive effect to company that can perform a higher productivity. BALANCING DEMAND AND PRODCUTIVE CAPACITY Marketing Mix Elements Can Be Used to Shape Demand Pattern There is several marketing mix variables have roles to play in stimulating demand during periods excess capacity and decreasing or shifting demand during periods of insufficient capacity which are price, places, product, and promotions. Firstly, marketers use price and monetary costs to manage demand. In Securiforce and Safeguard Security, there set different......

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... – the big Indian consumer durable player launched itself in the DTH market in June 2009 through its media arm Bharat Business Channel (BBCL). Right now it has offered services in Punjab, J&K, Chandigarh, Haryana and Himachal Pradesh with packages as low as 150 per month. Advantage over other players is that Videocon already makes analog set top box hence they are likely to manufacture Set Top Box for their DTH service as well. SERVICES PROVIDED BY DTH OPERATORS The following are the main services which are provided by the DTH operators to their customers: * Direct to home service – Low Contact * Extended Warranty Contract – High Contact * My Channel My Pay – High Contact * Customer Service and Support 24x7 – Low Contact * Mobile Satellite TV on vehicle, Trains and Aircrafts – Low Contact FLOW CHART OF 2 MAJOR SERVICES: (1) PACKAGE SELECTION – DTH SERVICE (2) GETTING DTH SERVICE SERVICE BUSINESS SYSTEM OF DTH INDUSTRY * Office * Front Desk * Service Centre * Service Engineers * Brochures * Instruction Manual * Advertising * Marketing Research * Word of Mouth * Blogs * Social Media Network * Sign Age * Sales Calls * Canopy Roadshows * Satellite Signal * Hardware and Software * Equipments Service Operations System Service Delivery System Service Marketing System OTHER CUSTOMER CUSTOMER CUSTOMER OTHER CUSTOMER Back Stage &......

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...Journal of hMarketing Education ttp://jmd.sagepub.com/ A Multicultural Service Sensitivity Exercise for Marketing Students Mark S. Rosenbaum, Ioana Moraru and Lauren I. Labrecque Journal of Marketing Education published online 4 October 2012 DOI: 10.1177/0273475312461257 The online version of this article can be found at: http://jmd.sagepub.com/content/early/2012/10/03/0273475312461257 Published by: http://www.sagepublications.com Additional services and information for Journal of Marketing Education can be found at: Email Alerts: http://jmd.sagepub.com/cgi/alerts Subscriptions: http://jmd.sagepub.com/subscriptions Reprints: http://www.sagepub.com/journalsReprints.nav Permissions: http://www.sagepub.com/journalsPermissions.nav >> OnlineFirst Version of Record - Oct 4, 2012 What is This? Downloaded from jmd.sagepub.com by guest on October 10, 2012 461257 rnal of Marketing EducationRosenbaum et al. JMDXXX10.1177/0273475312461257Jou A Multicultural Service Sensitivity Exercise for Marketing Students Journal of Marketing Education XX(X) 1–13 © The Author(s) 2012 Reprints and permission: sagepub.com/journalsPermissions.nav DOI: 10.1177/0273475312461257 http://jmed.sagepub.com Mark S. Rosenbaum1, Ioana Moraru1, and Lauren I. Labrecque2 Abstract Services marketing and retailing courses place service quality at the heart of the curriculum, painting service providers as defenders of their customers’ welfare and thwarters of...

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...Services marketing Service-Based-Business Marketing Plan Frito-Lay is the undisputed chip champ of North America. The company makes some of the best-known and top-selling savory snacks around, including Cheetos, Doritos, Lay's, Ruffles, and Tostitos. On the sweet side, Frito-Lay also makes Grandma's cookies, Fun Yuns onion-flavored rings, Cracker Jack candy-coated popcorn, and Smart food popcorn. It also offers Fun Yuns onion-flavored rings, Smart food popcorn, and a line of chips made with the fat substitute, Olestra under the Light brand name. Owned by PepsiCo, Frito-Lay North America (i.e., the US and Canada) accounts for about one-third of the soda maker's sales. Frito-Lay's Mexican sales are reported within Pepsi's Latin America Foods segment ("Frito-Lay north America,” 2011). Frito Lay has been in business for more than 75 years delivering a product that sets the standard in the convenient food industry. Frito Lay is a company that is a division of PepsiCo, which also consists of other companies such as Pepsi-Cola, Quaker foods, Gatorade, and Tropicana. Frito is just a branch on the tree of PepsiCo this helps the company have lots of buying power, and make it more attractive to investors. The customers who purchase items are anyone from small children to the most elderly people in the world. It is hard to go anywhere and not find a place that does not sell Frito Lay products either in the stores themselves or vending machines or restaurants. Frito lay is a...

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...QUESTION 1 a) How has the development of self-service technologies affected services marketing strategies? Give TWO explanations. When developing a service marketing strategies we need to extend the marketing mix by adding three additional Ps associated with service delivery – process, physical environment and people. Collectively, the total seven elements of service marketing represent the ingredient required to create viable strategies for meeting customer needs profitable in a competitive marketplace. An important part of process designed is to define the role of customer should play in the production of services. Self-service technologies (SST) are part of the service marketing strategy as it is the service delivery “process”. Process refers to the design and management of customer service processes, including managing demand and capacity and related customer waits. Creating and delivering products elements requires design and implementation of effectives processes. With SST, customer is part of the co producer of the strategy, operational inputs and outputs tend to vary widely compare to manufactured goods and this has made customer service process management a challenge. For example, manufactures goods can be produced at a distance factory, under controlled condition, and check for quality before it reached the customer. For service however, it is delivered face to face and consumed as it is produced, this has make it difficult for service Besides that...

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Service Marketing

... receipt to hand in with the paper. When I took the receipt, she told me to have a great day and gave me a beautiful smile. All that did was put me down a little more. I kindly, cold heartedly, told her thanks and for her to have a great day as well. Walking to my truck, I was regretting actually doing that because it put me down to fake talk or fib to people doing their jobs. They were the kindest customer service people I had come into contact with in a long time. At first, I was feeling happy because they made me feel happy when I walked through the door. After doing what I did and I left, I had my head down and upset that I lied to those happy people although they tried to make me feel like I was family being there. This experience relates strongly to service marketing because of the seven P’s in the service marketing mix. The product was the card. I had to talk my way into why I was there to buy the product. The price of the product was $2.14. I only had $2.75 so I could not buy an expensive card without using a debit or credit card. Using those cards, might have made for a more difficult return situation or a problem with my banks and the money not being back on the card for a day or so. Promotion did not come into play with me and the business today. As many times as I have went into Walgreens, I knew they sold birthday cards. The process of getting the product and then returning the product was set up very accessible to the customer. It was very......

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