Services Marketing

Img: 1 2 3

Details

Textbook:
Pages : 536; Paperback;
210 X 275 mm approx.

Workbook:
Pages : 283; Paperback;
210 X 275 mm approx.

Chapter Code : SMC07

Pricing

Textbook Price: Rs. 900;
Workbook Price: Rs. 700;
Shipping & Handling Charges: Rs. 100 per book;
Books Available only in INDIA

Buy Now

Please allow 5 to 10 days for delivery.

Detail Table of Contents

Click below to view
HTML PDF

Positioning and Differentiation of Services : Overview

After the logical step of segmenting and targeting the market, a company should position itself in the minds of customers for its unique attributes, as compared to its competitors. Positioning a service is difficult as compared to products because services are intangible in nature. However, a company should identify a competitive position for itself in the market, by differentiating itself from the competitors.

Further, a company should add value to its services by improving either its primary activities which consist of inbound logistics, operations, outbound logistics, marketing and sales, and service or its support activities which include the procurement processes, infrastructure of a firm, its human resource management, and the technology development.

These interdependent and interrelated activities, together contribute to the margin that the company aims to earn. This concept of a value chain has helped organizations identify their core and non-core activities so that some of them can be outsourced. The firm's strengths help the firm gain either a cost advantage or a differential advantage over its competitors.

To gain a competitive advantage, a company should differentiate itself from its competitors based on the attributes that are important, distinct, communicable, superior, preemptive, affordable and profitable to the customers. Further, companies should understand the importance of positioning in developing a marketing strategy and its influence on the profit margins of a particular company.

This understanding will help a firm in framing a suitable positioning strategy. As part of the positioning strategy, a company should first determine the levels of positioning it wants to occupy in the market, identify the attributes that are important to the target market, and locate these attributes on the positioning map in relation to its customers.

Further, it should evaluate the positioning options available and decide if it wants to position itself against its competitor, or occupy a unique position in the market, or reposition itself. Last, it should opt for a good implementation strategy that clearly communicates the desired position to its customers.

Chapter 7 : Overview

Definition and Concept

Positioning Strategies

Value Chain in Services

Differentiation

Role of Positioning in Marketing Strategy

Steps in Developing a Positioning strategy

Determining Levels of Positioning
Identification of Attributes
Location of Attributes on Positioning Map
Evaluating Positioning Options
Implementing the Position

1] Understanding Services
2] The Nature of Services Marketing
3] Consumer Behavior
4] Customer Expectations and Perceptions
5] Listening to Customers
6] Market Segmentation and Targeting
7] Positioning and Differentiation of Services
8] Managing Demand and Capacity
9] The Marketing Mix Elements
10] Product : Packaging the Service
11] Pricing Services
12] Promotion and Communication of Services
13] Place in Services
14] People in Services
15] Process in Services
16] Physical Evidence
17] Relationship Marketing
18] Internal Marketing
19] Supplementary Services
20] Developing and Managing the Customer-Service Function
21] Marketing Planning for Services
22] Service Quality
23] Globalization of Services
24] Tourism & Travel Services Marketing
25] Marketing of Financial Services
26] Communication and Information Services Marketing
27] Media Services Marketing
28] Professional Services Marketing
29] Marketing of Education Services
30] Charities Marketing