A Presentation Of Service Management. On The Topic Of Retail Industry With Reference To Star Bazaar.

Submitted To Baxis Sir.
By Ravi Singh, Akash Shah, Bhavik Shah, Sweety Ratawa, Pooja Shukla.

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 The retail sales are growing at a rate of 8.704 crores which accounts for a meager 3 % of the total retail market. who buys them for personal and not business use.  The size of the Indian Retail market is currently estimated at Rs.  “Retail is the sale of goods and services from individuals or businesses to the end-user. Retail sector is contributing 10-14% to GDP employing over 7-8% of total work force.3% per annum.”  “Retail sector includes all the shops that sell goods to the ultimate customer.Introduction To Retail Industry In India. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 .  The organized retail which currently has only 3% of the total market share will acquire 15-20 % of the market share by the year 2010.”  India is fifth preferred destination globally in retail sector.

one of the two retailing arms of Tata group.  Star Bazaar.  Star Bazaar. believes in providing an ample assortment of products at the lowest prices. Lambi Shopping”.Introduction To Star Bazaar. exemplifying its motto “Chota Budget . 1 2 3 4 5 6 7 8 9 10 11 12 13 14 .  High quality products made available at extremely low prices in the country. the hypermarket format retail chain of Trent Ltd.

changing rooms.  INTANGIBLILTY: Star bazaar makes use of tangible product like trolleys. etc.Characteristics of Star Bazaar.  PERISHABILITY: Demand forecasting a creative planning for capacity utilization. etc. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 . elevator used.  VARIABILITY: Star Bazaar stress upon standardization and performances in services. proper display of products with price tags. lack of transfer of ownership can be explained with the help of trolleys that customers’ uses to collect their product. elevators. billing counters.  INSEPRATIBILITY: Star bazaar deal with the problems of inseparability by strong selection and training programs for its employees who would be dealing with customers.  LACK OF TRNASFER OF OWNERSHIP: In relation to star bazaar.

1 2 3 4 5 6 7 8 9 10 11 12 13 14 .Services Management at Star Bazaar.

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 Star bazaar purchase in bulk from the producer and sell it to the customer.  Star bazaar use cost plus prising strategy.Pricing Strategies. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 .  Cost-plus pricing helps to promote the creation of a situation where the originator makes a profit and remains competitive with companies that offer similar goods and services. ‘Star Power Rewards Program’.

Levels of Channel of Distribution. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 .

1 2 3 4 5 6 7 8 9 10 11 12 13 14 .  Customers as competitors.Role of Customer In Service Delivery.  Customers as productive resources.  Customers as contributors to service quality and satisfaction.

Services Marketing Communication Mix. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 .

 Asking to the employee for the desire sector.  Collecting information from the employee about the product. Employee roles: Parking of the vehicle.Employees Role In Services Delivery. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 .  Submission of hand bag at the counter.  Bill counter.  Checking of the bill invoice and punching of the bill.  Announcement regarding today’s offer.

Services Blueprint 1 2 3 4 5 6 7 8 9 10 11 12 13 14 .

cognitive. emotional and psychological which would in turn lead to overt behaviour towards the environment.  Key to effective designs is how well each individual dimension fits together with everything else. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 .Servicescape model  Identifies the main dimensions in a service environment and views them holistically  Customers and employee responses classified under.

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