2. WHAT ARE
SERVICES?
VISHAL R. SHAH
Learn It. Love It. Live It.
“Services, which can be defined as
deeds,
processes, and performances, provided
or so produced by one entity or person
for another entity or person.”
3. TYPES OF SERVICES?
•Hospital
•Medical practice dentistry, eye
care
•Accounting
•Legal
•Architectural
•Training
•Banking
•Investment advising
•Insurance
•Health Care •Professional Services •Financial Services
Vishal R. Shah
Learn It. Love It. Live It.
4. TYPES OF SERVICES?
•Restaurant
•Hotel/motel
•Ski resort, Rafting
••Airlines
•Travel agencies
••Beauty
•Hair styling
•Pest control
•Plumbing
•Counseling services
•Hospitality •Travel Others
Vishal R. Shah
Learn It. Love It. Live It.
7. “Marketing is the science and art of exploring,
creating, and delivering value to satisfy the needs
of a target market at a profit.
Marketing identifies unfulfilled needs and desires.
It defines, measures and quantifies the size of the
identified market and the profit potential. It
pinpoints which segments the company is capable
of serving best and it designs and promotes the
appropriate products and services.
Marketing’s key processes are:
(1) opportunity identification,
(2) new product development,
(3) customer attraction,
(4) customer retention and loyalty building, and
(5) order fulfillment.
A company that handles all of these processes
well will normally enjoy success. But when a
company fails at any one of these processes, it
will not survive.”
- PHILIP KOTLER
What
is
VISHAL R. SHAH
Learn It. Love It. Live It.
9. Selling
The
Invisbile
How do you market a service when there is no car
to test drive, no shoes to try on, no computer to
take home or book to read ?
Vishal R. Shah
Learn It. Love It. Live It.
11. The Tangibility Spectrum
VISHAL R. SHAH
Learn It. Love It. Live It.
Sal
t Deterge
nt
Automobil
e Cosmeti
cs Fast food
outlet
Fast food
outlet
Advertisin
g
agency
Airline
s
Surgeo
n Teach
er
12. PRODUCTS
• Tangible
• Standardized
• Production - Consumption
Separate
• Non Persihable
Services Are DIFFERENT...
SERVICES
• Intangible
• Heterogenous
• Production - Consumption
Simultaneous
• Persihable
VISHAL R. SHAH
Learn It. Love It. Live It.
13. ...Yet Interlinked With products
Products Services
The idea of “service-less” products or “product-less” services
is soon disappearing!
THE NEW MANTRA:
“It’s all about servicizing the product & productizing the service.”
