service marketing unit 2
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Transcript of service marketing unit 2
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UNIT IIFOCUS ON CUSTOMERS
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Marketing Management Process
Organizing Marketing Planning Managing Marketing
Efforts
Assessing Marketing Opportunities
Selection of Target Markets
Developing Marketing Mix
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Components of Customer Expectations
• Desired Service Level: Wished-for level of service quality that customer believes can and should be delivered
• Adequate Service Level: Minimum acceptable level of service
• Predicted Service Level: Service level that customer believes firm will actually deliver
• Zone of Tolerance: Range within which customers are willing to accept variations in service delivery
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States of Satisfaction and Levels of Consumer Expectations
Ideal -- ExcitedDesired -- PleasedPredicted -- OK -- IrritatedAdequate -- Dissatisfied -- Angry
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Model of Consumer Expectations
Ideal Service
Desired Service
Adequate Service
PredictedService
Zoneof
Tolerance
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Factors that Influence Customer Expectations of Services
Predicted Service
Explicit & Implicit Service Promises Word-of-Mouth Past ExperienceDesired Service
ZONE OF
TOLERANCE
Adequate Service
Personal Needs
Beliefs about What Is Possible
Perceived Service Alterations
Situational Factors
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Enduring service intensifiers•Derived expectations•Personal service philosophies
Personal needs
Transitory service intensifiers•Emergencies•Service problems
Perceived servicealternatives
Self-perceivedservice role
Situational factors•Bad weather•Catastrophe•Random over- demand
Explicit service promises•Advertising•Personal selling•Contracts•Other communications
Implicit service promises•Tangibles•Price
Word-of-mouth•Personal•“Expert” (Consumer Reports, publicity, consultants, surrogates)
Past experience
Predicted service
Expectedservice
Desired service
Zone oftolerance
Adequateservice
Perceived service
Factors Influencing Desired, Adequate& Expected Service
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Criteria to Evaluate a Service based on Customers' Service Expectations
Speed Certainty Ease Personal recognition
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Where Does the Customer Fit in aService Organization?
People processing (e.g., motel stay): customer is physically involved throughout entire process
Possession processing (e.g., DVD repair): involvement may be limited to drop off of physical item/description of problem and subsequent pick up
Mental stimulus processing (e.g., weather forecast): involvement is mental, not physical; here customer simply receives output and acts on it
Information processing (e.g., health insurance): involvement is mental - specify information upfront and later receive documentation of coverage
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Consumer Decision Making Process
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Need Recognition
• For the decision process to begin, a potential buyer must first recognize a problem or need
• Can be caused by internal or external stimuli
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Information Search• Information can be obtained from:
– Personal Sources
• Family, friends, neighbors, and acquaintances
– Commercial Sources
• Advertising, salespeople, dealers, packaging, and displays
– Public Sources
• Restaurant reviews, editorials in the travel section, consumer-rating organizations
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Evaluation of Alternatives
• Products are seen as bundles of product attributes
• Customers rank attributes and form purchase intentions
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Perceived Risks in Purchasing and Using Services
• Functional – unsatisfactory performance outcomes
• Financial – monetary loss, unexpected extra costs
• Temporal – wasted time, delays lead to problems
• Physical – personal injury, damage to possessions
• Psychological – fears and negative emotions• Social – how others may think and react• Sensory – unwanted impacts to any of five
senses
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Purchase Decision
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Post Purchase Behavior
• The smaller the gap between customer expectations and perceived performance, the greater the customer’s satisfaction
• Cognitive dissonance is buyer discomfort caused by post purchase conflict
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External Factors Influencing Consumer Behavior
• Culture is the most basic determinant of a person’s wants and behavior
• Subcultures are groups of people with shared value systems based on common life experiences and situations
• Social classes are relatively permanent and ordered divisions in a society whose members share similar values, interests, and behaviors
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• Reference Groups • Family
Initiator Information Provider Influencer Decision Maker Purchaser User Or Consumer
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Service Provision as Drama
“ All the world’s a stage and all the
men and women merely players. They have their exits and their entrances and each man in his time plays many parts”
William Shakespeare As You Like It
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The Dramaturgy of Service Delivery
• Service dramas unfold on a “stage”--settings may change as performance unfolds
• Many service dramas are tightly scripted, others improvised
• Front-stage personnel are like members of a cast
• Like actors, employees have roles, may wear special costumes, speak required lines, behave in specific ways
• Support comes from a backstage production team
• Customers are the audience—depending on type of performance, may be passive or active
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Service Roles and Scripts
• Role: A set of behavior patterns learned through experience and communication
• Role congruence: In service encounters, employees and customers must act out defined roles for good outcomes
• Script: A sequence of behavior to be followed by employees and customers during service delivery– Some scripts (e.g. teeth cleaning) are routinized, others
flexible
– Technology change may require a revised script
– Managers should reexamine existing scripts to find ways to improve delivery, increase productivity, enhance experiences
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MARKET SEGMENTATION
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No Market Segmentation
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Segmented by Sex
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Segmented by Age
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Steps in Market Segmentation, Targeting, and Positioning
Market Segmentation
1. Identify bases for segmenting the market2. Develop segment profilesMarket Targeting
3. Develop measure of segment attractiveness4. Select target segments
Market Positioning
5. Develop positioning for target segments6. Develop a marketing mix for each segment
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Step 1. Market SegmentationLevels of Market Segmentation
Through Market Segmentation, Companies Divide Large, Heterogeneous Markets into Smaller Segments that Can be Reached
More Efficiently And Effectively With Products and Services That Match Their Unique Needs.
Mass MarketingSame product to all consumers
(no segmentation, i. e. a commodity)
Segment MarketingDifferent products to one or more segments
(some segmentation, i.e. Marriott)
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Regional/City
National
International
Step 1. Market SegmentationGeographic Segmentation
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Step 1. Market SegmentationDemographic Segmentation
• Dividing the market into groups based on variables such as:
– Age
– Gender
– Family size or life cycle
– Income
– Occupation
– Education
– Religion
– Nationality
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Step 1. Market SegmentationPsychographic Segmentation
Divides Buyers Into Different Groups Based on:
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Step 1. Market SegmentationBehavioral Segmentation
• Dividing the market into groups based on variables such as:– Occasions– Benefits– User status– Usage rate– Loyalty status– Readiness stage– Attitude toward product
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Step 1. Market Segmentation Technographic segmentation
Pessimists
Optimists
Career Family Entertainment
Fast forwardsNew age nurturers
Misuse potatoes
Techno strivers
Digital hopefuls Gadget grabbers
Hand shakers Traditionalists Media junkies
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Step 1. Market SegmentationSegments must respond differently to different marketing mix
elements & programs
Step 1. Market SegmentationSegments must respond differently to different marketing mix
elements & programs
• Size, purchasing power, profiles of segments can be measured.
• Segments can be effectively reached and served.
• Segments are large or profitable enough to serve.
Measurable Measurable
AccessibleAccessible
SubstantialSubstantial
ActionableActionable
• Effective programs can be designed to attract and serve the segments.
Requirements For Effective Segmentation
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Segment 1Segment 1
Segment 2Segment 2
Segment 3Segment 3
Segment 1Segment 1
Segment 2Segment 2
Segment 3Segment 3
CompanyMarketing
Mix
CompanyMarketing
Mix
CompanyMarketing
Mix
CompanyMarketing
Mix
CompanyMarketing Mix 1
CompanyMarketing Mix 1
CompanyMarketing Mix 2
CompanyMarketing Mix 2
CompanyMarketing Mix 3
CompanyMarketing Mix 3
MarketMarket
A. Undifferentiated Marketing
B. Differentiated Marketing
C. Concentrated Marketing
Step 2. Market TargetingMarket Coverage Strategies
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Evaluating Market Segments
• Segment size and growth
• Segment structural attractiveness
• Company objectives and resources
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Market Targeting Strategies
Five Patterns of Target Market Selection