SlideShare ist ein Scribd-Unternehmen logo
1 von 15
Extended Ps of Marketing Physical evidence People Process
4 ‘I’s of service marketing ,[object Object],[object Object],[object Object],[object Object]
Physical evidence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Elements ,[object Object],[object Object],[object Object],[object Object]
Types of service evidence ,[object Object],[object Object]
Roles of servicescapes  ,[object Object],[object Object],[object Object],[object Object],[object Object]
People ,[object Object],[object Object],[object Object],[object Object],[object Object]
Gaps in services ,[object Object],[object Object],[object Object],[object Object]
Reversing customer cycle of failure ,[object Object],[object Object],[object Object],[object Object],[object Object]
Process  ,[object Object]
Some important terms ,[object Object],[object Object],[object Object],[object Object]
Layers and features of service map Service structure Process  Customer  Front line employees Support staff Management services Front line employees Front  stage Back  stage Line of interaction Line of visibility Line of internal interaction Line of implementation
Meeting perishability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Matching capacity and demand ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service marketing triangle External marketing Internal marketing Interactive and relationship marketing Customer  Employee  Company

Weitere ähnliche Inhalte

Was ist angesagt?

Service environment
Service environmentService environment
Service environment
Prithvi Ghag
 
Physical evidence and the servicescape
Physical evidence and the servicescapePhysical evidence and the servicescape
Physical evidence and the servicescape
Rbk Asr
 
Quality perception in services
Quality perception in servicesQuality perception in services
Quality perception in services
Kichu Unni
 

Was ist angesagt? (19)

Service environment
Service environmentService environment
Service environment
 
Service blueprint and servicescape
Service blueprint and servicescapeService blueprint and servicescape
Service blueprint and servicescape
 
Service Quality & Model
Service Quality & ModelService Quality & Model
Service Quality & Model
 
Crafting Of Service Environment
Crafting Of Service EnvironmentCrafting Of Service Environment
Crafting Of Service Environment
 
Servicescape
ServicescapeServicescape
Servicescape
 
Crafting the service Environment
Crafting the service EnvironmentCrafting the service Environment
Crafting the service Environment
 
Servicescapes
ServicescapesServicescapes
Servicescapes
 
Servicescapes
ServicescapesServicescapes
Servicescapes
 
Servicescape
ServicescapeServicescape
Servicescape
 
MKT 366- Servicescapes
MKT 366- ServicescapesMKT 366- Servicescapes
MKT 366- Servicescapes
 
SERVQUAL MODEL & PERT & CPM & PROJECT MANAGEMENT - POWERPOINT PRESENTATION
SERVQUAL MODEL & PERT & CPM & PROJECT MANAGEMENT - POWERPOINT PRESENTATIONSERVQUAL MODEL & PERT & CPM & PROJECT MANAGEMENT - POWERPOINT PRESENTATION
SERVQUAL MODEL & PERT & CPM & PROJECT MANAGEMENT - POWERPOINT PRESENTATION
 
Service Quality in the Hotel Industry
Service Quality in the Hotel IndustryService Quality in the Hotel Industry
Service Quality in the Hotel Industry
 
Customer perceptions of service
Customer perceptions of serviceCustomer perceptions of service
Customer perceptions of service
 
Physical evidence and the servicescape
Physical evidence and the servicescapePhysical evidence and the servicescape
Physical evidence and the servicescape
 
Quality perception in services
Quality perception in servicesQuality perception in services
Quality perception in services
 
Appreciation of service quality concept
Appreciation of service quality conceptAppreciation of service quality concept
Appreciation of service quality concept
 
SERVQUAL MODEL:
SERVQUAL MODEL:SERVQUAL MODEL:
SERVQUAL MODEL:
 
Quality service
Quality serviceQuality service
Quality service
 
Customer's expectation & perception of customers
Customer's expectation & perception of customersCustomer's expectation & perception of customers
Customer's expectation & perception of customers
 

Andere mochten auch

Sports Studies - Sport in Action - wk12 - session 4 - Marketing
Sports Studies - Sport in Action - wk12 - session 4 - MarketingSports Studies - Sport in Action - wk12 - session 4 - Marketing
Sports Studies - Sport in Action - wk12 - session 4 - Marketing
mjb87
 
Sport Marketing Chapter 3 after
Sport Marketing Chapter 3 afterSport Marketing Chapter 3 after
Sport Marketing Chapter 3 after
teparlett
 
Physical evidence marketing mix role 19
Physical evidence   marketing mix role 19 Physical evidence   marketing mix role 19
Physical evidence marketing mix role 19
Prashant Mahamulkar
 
Unit 4 The Sport Product
Unit 4  The Sport ProductUnit 4  The Sport Product
Unit 4 The Sport Product
mrhennings
 
Sport Marketing Chapter 3 before
Sport Marketing Chapter 3 beforeSport Marketing Chapter 3 before
Sport Marketing Chapter 3 before
teparlett
 
Module 5 product and service marketing
Module 5  product and service marketingModule 5  product and service marketing
Module 5 product and service marketing
JeVaughn Ferguson
 
Bringing AZAL to Hungary
Bringing AZAL to HungaryBringing AZAL to Hungary
Bringing AZAL to Hungary
Mammad Rashidli
 
Sport Marketing Chapter 7 after
Sport Marketing Chapter 7 afterSport Marketing Chapter 7 after
Sport Marketing Chapter 7 after
teparlett
 
Sport Marketing Chapter 7 before
Sport Marketing Chapter 7 beforeSport Marketing Chapter 7 before
Sport Marketing Chapter 7 before
teparlett
 
Lovelock ppt chapter_01
Lovelock ppt chapter_01Lovelock ppt chapter_01
Lovelock ppt chapter_01
wickedkhan
 
Distribution strategies with case study
Distribution strategies with case studyDistribution strategies with case study
Distribution strategies with case study
yashpalsg
 

Andere mochten auch (20)

Atmospherics - Physical Evidence, The Servicescape
Atmospherics - Physical Evidence, The ServicescapeAtmospherics - Physical Evidence, The Servicescape
Atmospherics - Physical Evidence, The Servicescape
 
Sports Studies - Sport in Action - wk12 - session 4 - Marketing
Sports Studies - Sport in Action - wk12 - session 4 - MarketingSports Studies - Sport in Action - wk12 - session 4 - Marketing
Sports Studies - Sport in Action - wk12 - session 4 - Marketing
 
Sport Marketing Chapter 3 after
Sport Marketing Chapter 3 afterSport Marketing Chapter 3 after
Sport Marketing Chapter 3 after
 
Unit 4 - The Sports Product
Unit 4 - The Sports ProductUnit 4 - The Sports Product
Unit 4 - The Sports Product
 
Physical evidence marketing mix role 19
Physical evidence   marketing mix role 19 Physical evidence   marketing mix role 19
Physical evidence marketing mix role 19
 
Unit 4 The Sport Product
Unit 4  The Sport ProductUnit 4  The Sport Product
Unit 4 The Sport Product
 
Sport Marketing Chapter 3 before
Sport Marketing Chapter 3 beforeSport Marketing Chapter 3 before
Sport Marketing Chapter 3 before
 
Module 5 product and service marketing
Module 5  product and service marketingModule 5  product and service marketing
Module 5 product and service marketing
 
Bringing AZAL to Hungary
Bringing AZAL to HungaryBringing AZAL to Hungary
Bringing AZAL to Hungary
 
people mix in services marketing
people mix in services marketingpeople mix in services marketing
people mix in services marketing
 
HSBC Project or Presentation
HSBC Project or Presentation HSBC Project or Presentation
HSBC Project or Presentation
 
Sport Marketing Chapter 7 after
Sport Marketing Chapter 7 afterSport Marketing Chapter 7 after
Sport Marketing Chapter 7 after
 
Sport Marketing Chapter 7 before
Sport Marketing Chapter 7 beforeSport Marketing Chapter 7 before
Sport Marketing Chapter 7 before
 
Advertisment
AdvertismentAdvertisment
Advertisment
 
Sports Marketing Ama Sm
Sports Marketing Ama SmSports Marketing Ama Sm
Sports Marketing Ama Sm
 
Lovelock ppt chapter_01
Lovelock ppt chapter_01Lovelock ppt chapter_01
Lovelock ppt chapter_01
 
Distribution strategies with case study
Distribution strategies with case studyDistribution strategies with case study
Distribution strategies with case study
 
Sport Marketing-Final presentation-German University in Cairo-MBA-Mar2013
Sport Marketing-Final presentation-German University in Cairo-MBA-Mar2013Sport Marketing-Final presentation-German University in Cairo-MBA-Mar2013
Sport Marketing-Final presentation-German University in Cairo-MBA-Mar2013
 
40 inspiring advertisment campaigns
40 inspiring advertisment campaigns40 inspiring advertisment campaigns
40 inspiring advertisment campaigns
 
Sports Marketing : A new perspective !
Sports Marketing : A new perspective !Sports Marketing : A new perspective !
Sports Marketing : A new perspective !
 

Ähnlich wie Extended Ps Of Marketing

Hospitality Services
Hospitality ServicesHospitality Services
Hospitality Services
nooris79
 
intro to service marketing
intro to service marketingintro to service marketing
intro to service marketing
rockinglucky87
 
QSM Chap 6 Quality Service Delivery System in Tourism and Hospitality Industr...
QSM Chap 6 Quality Service Delivery System in Tourism and Hospitality Industr...QSM Chap 6 Quality Service Delivery System in Tourism and Hospitality Industr...
QSM Chap 6 Quality Service Delivery System in Tourism and Hospitality Industr...
DitasDelaCruz
 
Service quality presentation
Service quality presentationService quality presentation
Service quality presentation
atul_soni
 
22.service quality dimensions
22.service quality dimensions22.service quality dimensions
22.service quality dimensions
Pankaj Soni
 

Ähnlich wie Extended Ps Of Marketing (20)

Chap001
Chap001Chap001
Chap001
 
Bab 14 JASA Kotler Keller Edisi 15
Bab 14 JASA Kotler Keller Edisi 15Bab 14 JASA Kotler Keller Edisi 15
Bab 14 JASA Kotler Keller Edisi 15
 
Service Marketing
Service MarketingService Marketing
Service Marketing
 
Hospitality Services
Hospitality ServicesHospitality Services
Hospitality Services
 
Slides on Services Marketing shown to PGDM-IM May 2014
Slides on Services Marketing shown to PGDM-IM May 2014Slides on Services Marketing shown to PGDM-IM May 2014
Slides on Services Marketing shown to PGDM-IM May 2014
 
Chapter 8-designing-and-managing-services-processes
Chapter 8-designing-and-managing-services-processesChapter 8-designing-and-managing-services-processes
Chapter 8-designing-and-managing-services-processes
 
Services
ServicesServices
Services
 
intro to service marketing
intro to service marketingintro to service marketing
intro to service marketing
 
Services marketing
Services marketingServices marketing
Services marketing
 
Mm.11.10 deleted
Mm.11.10 deletedMm.11.10 deleted
Mm.11.10 deleted
 
Lovelock01
Lovelock01Lovelock01
Lovelock01
 
Processes services
Processes servicesProcesses services
Processes services
 
QSM Chap 6 Quality Service Delivery System in Tourism and Hospitality Industr...
QSM Chap 6 Quality Service Delivery System in Tourism and Hospitality Industr...QSM Chap 6 Quality Service Delivery System in Tourism and Hospitality Industr...
QSM Chap 6 Quality Service Delivery System in Tourism and Hospitality Industr...
 
SERVICES MARKETING M20MB3250_Unit1.pptx
SERVICES MARKETING M20MB3250_Unit1.pptxSERVICES MARKETING M20MB3250_Unit1.pptx
SERVICES MARKETING M20MB3250_Unit1.pptx
 
Service quality presentation
Service quality presentationService quality presentation
Service quality presentation
 
Week 1.pptx
Week 1.pptxWeek 1.pptx
Week 1.pptx
 
Ch 13 designing and managing services gonzaga
Ch 13 designing and managing services gonzagaCh 13 designing and managing services gonzaga
Ch 13 designing and managing services gonzaga
 
Service marketing mix
Service marketing mixService marketing mix
Service marketing mix
 
22.service quality dimensions
22.service quality dimensions22.service quality dimensions
22.service quality dimensions
 
1st chapter service management
1st chapter service management1st chapter service management
1st chapter service management
 

Mehr von thombremahesh

Mehr von thombremahesh (8)

Value Engineering And Value Analysis
Value Engineering And Value AnalysisValue Engineering And Value Analysis
Value Engineering And Value Analysis
 
Sales Promotion
Sales PromotionSales Promotion
Sales Promotion
 
Stores Management
Stores  ManagementStores  Management
Stores Management
 
Ipm
IpmIpm
Ipm
 
Advertising1
Advertising1Advertising1
Advertising1
 
C B Presentation Copy
C B Presentation   CopyC B Presentation   Copy
C B Presentation Copy
 
C B Presentation
C B PresentationC B Presentation
C B Presentation
 
Branding New 1
Branding New 1Branding New 1
Branding New 1
 

Kürzlich hochgeladen

Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
amitlee9823
 
Call Now ☎️🔝 9332606886🔝 Call Girls ❤ Service In Bhilwara Female Escorts Serv...
Call Now ☎️🔝 9332606886🔝 Call Girls ❤ Service In Bhilwara Female Escorts Serv...Call Now ☎️🔝 9332606886🔝 Call Girls ❤ Service In Bhilwara Female Escorts Serv...
Call Now ☎️🔝 9332606886🔝 Call Girls ❤ Service In Bhilwara Female Escorts Serv...
Anamikakaur10
 
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai KuwaitThe Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
daisycvs
 
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
lizamodels9
 
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Sheetaleventcompany
 
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabiunwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
Abortion pills in Kuwait Cytotec pills in Kuwait
 
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
lizamodels9
 

Kürzlich hochgeladen (20)

(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
 
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
 
Marel Q1 2024 Investor Presentation from May 8, 2024
Marel Q1 2024 Investor Presentation from May 8, 2024Marel Q1 2024 Investor Presentation from May 8, 2024
Marel Q1 2024 Investor Presentation from May 8, 2024
 
Lundin Gold - Q1 2024 Conference Call Presentation (Revised)
Lundin Gold - Q1 2024 Conference Call Presentation (Revised)Lundin Gold - Q1 2024 Conference Call Presentation (Revised)
Lundin Gold - Q1 2024 Conference Call Presentation (Revised)
 
Call Now ☎️🔝 9332606886🔝 Call Girls ❤ Service In Bhilwara Female Escorts Serv...
Call Now ☎️🔝 9332606886🔝 Call Girls ❤ Service In Bhilwara Female Escorts Serv...Call Now ☎️🔝 9332606886🔝 Call Girls ❤ Service In Bhilwara Female Escorts Serv...
Call Now ☎️🔝 9332606886🔝 Call Girls ❤ Service In Bhilwara Female Escorts Serv...
 
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st CenturyFamous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Century
 
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfDr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
 
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai KuwaitThe Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
The Abortion pills for sale in Qatar@Doha [+27737758557] []Deira Dubai Kuwait
 
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
 
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
 
Organizational Transformation Lead with Culture
Organizational Transformation Lead with CultureOrganizational Transformation Lead with Culture
Organizational Transformation Lead with Culture
 
How to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League CityHow to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League City
 
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
 
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabiunwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
 
Phases of Negotiation .pptx
 Phases of Negotiation .pptx Phases of Negotiation .pptx
Phases of Negotiation .pptx
 
Whitefield CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
Whitefield CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRLWhitefield CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
Whitefield CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
 
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
Russian Call Girls In Rajiv Chowk Gurgaon ❤️8448577510 ⊹Best Escorts Service ...
 
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 MonthsSEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
 
👉Chandigarh Call Girls 👉9878799926👉Just Call👉Chandigarh Call Girl In Chandiga...
👉Chandigarh Call Girls 👉9878799926👉Just Call👉Chandigarh Call Girl In Chandiga...👉Chandigarh Call Girls 👉9878799926👉Just Call👉Chandigarh Call Girl In Chandiga...
👉Chandigarh Call Girls 👉9878799926👉Just Call👉Chandigarh Call Girl In Chandiga...
 
Unveiling Falcon Invoice Discounting: Leading the Way as India's Premier Bill...
Unveiling Falcon Invoice Discounting: Leading the Way as India's Premier Bill...Unveiling Falcon Invoice Discounting: Leading the Way as India's Premier Bill...
Unveiling Falcon Invoice Discounting: Leading the Way as India's Premier Bill...
 

Extended Ps Of Marketing

  • 1. Extended Ps of Marketing Physical evidence People Process
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12. Layers and features of service map Service structure Process Customer Front line employees Support staff Management services Front line employees Front stage Back stage Line of interaction Line of visibility Line of internal interaction Line of implementation
  • 13.
  • 14.
  • 15. Service marketing triangle External marketing Internal marketing Interactive and relationship marketing Customer Employee Company