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SERVICE MARKETING

Swapna V. MuhammedSwapna V. Muhammed

Lecturer, MES College, Marampally

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SERVICES

The sector of Explosive growth

More than 50% of the average family¶s

budget is spent on services

Share of services in the country¶s GDP is

about 60% & likely to grow

Service sector is expected to grow @7%

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MAJOR BENEFITS OF

SERVICE SECTOR

To provide largest no. of jobs

Least affected by recession & highlystable

Potential for global trade in services

with the implementation of WTO

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EXPANDING HORIZONS OF

SERVICES

1. Financial services

Banking

Insurance

LeasingMerchant banking

Venture Capital

2. Postal & Courier servicesMass mailing services

Insurance

Space for advertisements

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EXPANDING HORIZONS OF

SERVICES«..

3. Transport

4. Tourism

5. Hotel/ Hospitality

6. Health care

7. Personal care

Beauty

Hairstyle

Gym

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8. Education

9. Professional services

Taxation

Career counselling

Legal counselling

Investment Management

Consultancy

Construction ± Turn key projectsEvent Management

- Trade exhibition,seminars, meetings,workshops, marriages

EXPANDING HORIZONS OF

SERVICES«..

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10. Entertainment / Leisure

- Cinema, Water park

11. News Agencies

- T.V., Net, Paper, Radio12. Information Services

- Yellow pages, Ask me

13. Public Utilities

- power, Sanitation

14. Information Technology15. Product Support Services

- Installation, Repair & Maintanence

EXPANDING HORIZONS OF

SERVICES«..

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16. Domestic services

- Laundry, Gardening, Child care, security,Pest Mgt

17. Govt. Services

- Birth certificate, cast certificate( network between Panchayaths & Munciplaities)

18. Social & Not- For-Profit service

- police

- Polio immunization- Protection of Environment

EXPANDING HORIZONS OF

SERVICES«..

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Significance of Service

Marketing

Intensive competition

Growing consumer awareness

Increasing specialization (hospitals,hotels)

Market sophistication

Technology

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Marketing has revolutionized

the Service sector 

Tangibilising the intangibles

eg. Changing the smell of hospital

Comfortable stay at hospital

Network class room

Managing Differentiation in terms of offering,

Delivery & Image

Managing service Quality

Customer is the Boss & Boss is always right

Standardization & customisation

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Industrialising the services Synchronising the Demand & Supply

Internal Marketing

( satisfy our own employees)

Interactive marketing( Interaction with customers)

Relationship Marketing

( establishing relationships with customers)

Application of Technology( Airways- print ticket from computer)

Marketing has revolutionized the

Service sector««««

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Why should you Focus on service

marketing Tremendous scope for employment

Highly rewarding

Globalised opportunities

Challenging

Scope for innovation

Scope for self employment (we help)

Suited for women ( customer courtesy)

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