Professional Documents
Culture Documents
Chapter 1:
New Perspectives On
Marketing in the
Service Economy
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 1
Overview of Chapter 1
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 2
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 3
Why Study Services?
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 4
Services Dominate the Global
Economy
Services Marketing
Manufacturing 32%
Services 64%
Agriculture 4%
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 5
Estimated Size of Service Sector
in Selected Countries
Services Marketing
Jersey (97%), Cayman Islands (95%), Hong Kong (92%)
Bahamas (90%), Bermuda ( 89%), Luxembourg (86%)
USA (79%), Fiji (78%), Barbados (78%), France (77%), U.K. (76%)
Japan (72%), Taiwan (71%), Australia (71%), Italy (71%)
Canada (70%), Germany (69%), Israel (67%)
South Africa (65%), Brazil (66%), Poland (66%)
Turkey (63%), Mexico (62%)
10 20 30 40 50 60 70 80 90
Source: The World Factbook 2008, Central Intelligence Agency
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 6
Value Added by Service Industry
Categories to U.S. GDP
Services Marketing
Business Services
12%
Transport, Utilities
& Communications
9% SERVICES
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 8
NAICS Codes of Newer Service
Industries Not Profiled By SIC
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 9
Why Study Services?
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 10
Changing Structure of Employment
as Economies Develop
Services Marketing
Agriculture
Services
Employment
Share of
Industry
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 12
Transformation of the
Service Economy
Services Marketing
Social Business Advances
Changes Trends In IT
Government Globalization
Policies
New markets and product categories
Increase in demand for services
More intense competition
Government Globalization
Policies
Changes in regulations
Privatization
New rules to protect customers, employees,
and the environment
New agreement on trade in services
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 14
Factors Stimulating Transformation
of the Service Economy
Services Marketing
Social Business Advances
Changes Trends In IT
Government Globalization
Policies
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 15
Factors Stimulating Transformation
of the Service Economy
Services Marketing
Social Business Advances
Changes Trends In IT
Government Globalization
Policies
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 16
Factors Stimulating Transformation
of the Service Economy
Services Marketing
Social Business Advances
Changes Trends In IT
Government Globalization
Policies
Growth of Internet
Greater bandwidth
Compact mobile equipment
Wireless networking
Faster, more powerful software
Digitization of text, graphics, audio, video
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 17
Factors Stimulating Transformation
of the Service Economy
Services Marketing
Social Business Advances
Changes Trends In IT
Government Globalization
Policies
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 18
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 19
What Are Services?
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 20
What Are Services?
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 21
Definition of Services
Services Marketing
Services
are economic activities offered by one party to another
most commonly employ time-based performances to bring about
desired results
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 22
Value Creation is Dominated by
Intangible Elements
Services Marketing
Physical Elements
High
Salt
Detergents
CD Player
Wine
Golf Clubs
New Car
Tailored clothing Plumbing Repair
Low High
Intangible Elements
Source; Adapted from Lynn Shostack
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 23
Service Products vs. Customer
Service & After-Sales Service
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 24
Service – A Process Perspective
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 25
4 Categories of Services
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 26
People Processing
Services Marketing
Customers must:
physically enter the service factory
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 27
Possession Processing
Services Marketing
Involvement is limited
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 28
Mental Stimulus Processing
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 29
Information Processing
Services Marketing
May be transformed:
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 30
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 31
Services Pose Distinctive
Marketing Challenges
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 32
Differences, Implications, and
Marketing-Related Tasks
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 33
Differences, Implications, and
Marketing-Related Tasks
Services Marketing
Operational inputs and Hard to maintain quality, Redesign for simplicity and
outputs tend to vary consistency, reliability failure proofing
more widely Difficult to shield Institute good service
customers from failures recovery procedures
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 34
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 35
Services Require
An Extended Marketing Mix
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 36
The 7Ps of Services Marketing
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 37
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 38
Marketing to be Integrated with
Other Management Functions
Services Marketing
Operations Marketing
Management Management
Customers
Human Resources
Management
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 39
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 40
Overview of Framework
Services Marketing
Understanding Service Products, Consumers and
Markets
Part I: Chapters 1-3
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 41
Framework - Part I
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 42
Framework - Part II
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 43
Framework - Part III
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 44
Framework - Part IV
Services Marketing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 45
Summary
Services Marketing
CHAPTER 1
Services are a form
Product, Place & Time,
of rental (not
Price, Promotion &
ownership). They are
Extended Education, Process,
performances that What are
Marketing Physical Environment,
bring about a desired Services?
Mix People
result.
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 1 – Page 46