Assignment on ‘Service Marketing

By: Koustuv ChatterjeeOn a Telecom provider

What are “Services”?

• Services “include all economic activities whose output is not a physical product or production, 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.”• Ex: Health care, network provider etc.

4 Ps of Marketing..

Product Price Place Promotion

7 Ps of Service Marketing..

Product Price Place Promotion People Process Physical Evidence

Product:

“All Aspects of Service Performance that Create Value”

Basic product

Augmented productSupplementary

Product:

Mobile telephony

WEB & WAP

MMS

SMS

3G

Cricket info

Job info

Caller tunes

VAS

Price..• Cost of service.• Vidafone has very flexible plans.

It is very important to identify and Minimize Other Costs Incurred by Users

• Additional monetary costs associated with service usage (e.g- service tax, local tax etc.)

• Time expenditures, especially waiting • Unwanted mental and physical effort• Negative sensory experiences

To reduce the waiting time..

Place..• Where: Any Vodafone store, local retail shop or

www.vidafone.in • When: Any week days.• How: By providing identity proof & photo.• Geographic Location: Whole India & through intense roaming

network all over the WORLD• Channel partners:

Local office Distributors Retailers

Promotions:

Cont..

Cont..

Cont..

People..

• It includes all the stake holders of Vodafone

Cont..

Customers

Operations Management

Marketing Management

Human Resources Management

Process..

Method and Sequence in Service Creation and Delivery

Physical Evidence..Designing the Servicescape and providing tangibleevidence of service performances.

Vodafone store (Servicescape)

Thank you