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Services Marketing - Lovelock,Wirtz,Chaterjee - Ch 04

Services Marketing - Lovelock,Wirtz,Chaterjee - Ch 04

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Published by Sid Black

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Categories:Types, Business/Law
Published by: Sid Black on Mar 24, 2011
Copyright:Attribution Non-commercial

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11/14/2013

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Slide © 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 4 -1
Chapter 4:
Distributing ServicesThrough Physical andElectronic Channels
 
Slide © 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 1 -44
A Framework For Developing EffectiveService Marketing Strategies: Overview
Understanding Customer Needs, Decision Making,and Behavior in Service Encounters
Chapter 2 
Building the Service Model
Part II: Chapters 3-7 
Managing the Customer Interface
Part III: Chapters 8-11
Implementing Profitable Service Strategies
Part IV: Chapters 12-15 
 
Building The Service Model
Part II: Chapters 3-7 
Develop service concept: core& supplementary elementsSelect physical & electronicchannels for service deliverySet prices with reference tocosts, competition & value
Value Exchange
The Value PropositionThe Business Model 
Educate customers & promotethe value propositionPosition the value propositionagainst competing alternatives

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