Sales promotions are also a potential component for Geico, although they are not commonly used in the insurance business. However, the company can offer lower rates if they so desired.
4. Customer satisfaction is critical to customer retention. In service firms, the key point of differentiation is the service offered. Thus, if the service is not satisfactory, the customer is likely to find another service provider or to find a substitute. However, satisfied customers will tend to develop brand loyalty. The risk of switching is too high for many services.

Unsatisfied customers, on the other hand, are less likely to remain customers. The cost of attracting new customers is greater than the cost of retaining old ones, so service firms need to pay special attention to their existing customers. Moreover, if a customer is dissatisfied, this creates an opportunity for service recovery. Successful service recovery results in higher satisfaction and correspondingly…...

mla

Works Cited:

No author. (2009). The Customer's Influence on Service Delivery. McGraw-Hill. Retrieved May 16, 2009 from http:www.busi.mun.ca/semyrden/6230/Chapter13_student.ppt

No author. (2007). The Value Chain. QuickMBA.com. Retrieved May 16, 2009 from  http://www.quickmba.com/strategy/value-chain/ 

No author. (2006). Developing the Service Communication Mix. Thomson Learning. Retrieved May 16, 2009 from  http://faculty.css.edu/salwan/Mgt3370/PPT/Chapter%2008.ppt 

No author. (2007). Core Competencies. QuickMBA.com. Retrieved May 16, 2009 from  http://www.quickmba.com/strategy/core-competencies/

Ultimately, these differences are superficial because the customer will always look for the same things -- quality and value.
The notion that services are not comparable is absurd. For this to be true, a service would need to be in a monopoly. It is easy to compare your current haircut with your last, your current lawyer with your friend's lawyer. Customers constantly compare services, just as much as they compare television sets at the store. That products are returnable is true, but marketers should not operate on the assumption that defects are acceptable. Indeed, the likelihood of a problem occurring and the ease of replacement of that product or service should be only a minor factor in a marketing program. Customers, after all, expect things to work the first time, whether a paper plate or a tax preparation.

Those who argue that marketing services is fundamentally different than marketing products tend…...

mla

Works Cited:

No author. (2009). Product Marketing vs. Service Marketing: What You Need to Know. BusinessKnowledgeSource.com. Retrieved July 4, 2009 from  http://www.businessknowledgesource.com/marketing/product_marketing_versus_service_marketing_what_you_need_to_know_025445.html 

Nimetz, Joe. (2006).

The Five P's of Marketing: Do they apply to SEM? Part One. Enquiro.com. Retrieved July 4, 2009 from  http://www.enquiro.com/marketing-monitor/FivePsofMarketingDoTheyApplytoSEMPartOne.asp 

Garcia, Joe. (2009). Are there are any differences in marketing strategies between selling products vs. services? Give To Get Marketing. Retrieved July 4, 2009 from http://www.givetogetmarketing.com/tips-prod-vs.-service.html

EXECUTIVE SUMMARY

Background and Introduction

Main Conclusions

Recommendations

TRENDS in SERVICES MARKETING REGARDING CUSTOMER SATISFACTION

Background

Creating Trustworthy Moments of Truth with Customers

Consistency Makes a Services Company Trustworthy

Quantifying and Measuring Customer Service using Analytics

Customer Satisfaction in the B2B Environment

Future Trends

Limitations, Conclusions and Recommendations

BIBLIOGRAPHY

Trends in Services Marketing Regarding Customer Satisfaction

Competitive trends in customer service regarding the growth and sustaining of customer satisfaction center the development of four critical strategic areas as defined in this paper. They are a focused intensity on the moments of truth in companies, the longevity and consistency of customer service strategies, quantifying the performance of customer service efforts, and the definition and execution of consistent B2B strategies.

Foremost among these four trends however is the effort to quantify trust across many different industries, with financial services' being the focus of much of the research on this aspect of customer satisfaction strategies (Tyler & Stanley, 2007). The growth of SERVQUAL and other metrics of performance,…...

Health Service Marketing for the Future
PEST Marketing Analysis and value proposition are required in understanding the complexities of marketing in the health service industry. y conducting an evaluation of political, economic, social, and technological factors that affect health services, the process to uncover the future marketing needs can be addressed.

Political

Political includes the climate surrounding health services such as governance and regulations. In terms of marketing, the health services would highlight possibly cultural health concerns in order to target specific groups of people. The political review would take a look at private vs. public health services and how they are financed. For example today political structure stand to gain benefits by entering the market. Now there is the Government Health Care Reform, and will be new requirements of every American to get health services or pay a penalty, Rhoda Weiss, (2010).

The ability to manage a health care services successfully in recent…...

mla

Bibliography

Institute of Medicine, 2006. Performance Measurement Accelerating Improvement. Washington DC: National Academics Press.

Diamond, R, 2011. What's the Future of Health Care Marketing. [online] Available at < waxcom. com/whitepapers/future-of-healthcare-marketing. html > [Accessed 18 April 2011].http://www.

Nugent, T, 2007. The Future of Healthcare DM Lies in Email. [online] Available at: < dmnews. com/the-future-of-healthcare-dm-lies-in-e-mail/article/98300 / > [Accessed 18 April 2011].http://www.

Porter ME., 2008. Defining and Introduction of Value in Health Care. Evidence-based medicine and the changing nature of health care: 2008 IOM annual meeting summary. Washington, DC: Institute of Medicine,: 161-72.

Services
There are four broad categories of services. These are people processing, possession processing, information processing and mental processing. These four categories represent the process view of services, which is based on the idea that services are essentially transformative in nature. Something is transformed as part of the service, and services can therefore be categorized in terms of what is being processed.

The first is people processing, which is a focus on the customer as the person to whom something is done. A haircut is a good example, but another good one would be a hotel room. The service is provided in terms of the provision of rest and a personal space. There is a physical component, but they call it the hospitality industry because the key deliverable is the hospitality and the physical component is just a manifestation of that.

The second is possession processing. This is similar to people processing, except…...

mla

References

Lovelock et al. (2012), Essentials of Services Marketing (2nd ed.), Pearson

Services Marketing Mix
Assessing the Value of the Services Marketing Mix

The Services Marketing Mix is comprised of people, process and physical evidence. All three of these components of the services marketing mix are critical for ensuring customer's experiences meet or exceed expectations. There is a continual conflict in many services businesses between the expectations set with customers relative to the experiences delivered. The combining of people, process, and physical evidence is crucial for experiences to meet or exceed expectations on a consistent basis. Services create value by providing a clear indication of what they are going to deliver, and then measuring over time how effectively customers' expectations have been met or not (Gronroos, avald, 2011). People, process and physical evidence are critical for the expectations and promises created in services marketing to be fulfilled and value created for the customer.

Analysis of People, Process and Physical Evidence

Airlines are a prime example of…...

mla

References

Chesbrough, H.. 2011. Bringing Open Innovation to Services. MIT Sloan Management Review 52, no. 2, (January 1): 85-90.

Christian Gronroos, and Annika Ravald. 2011. Service as business logic: implications for value creation and marketing. Journal of Service Management 22, no. 1, (January 1): 5-22.

Hopkins, M., and L. Brokaw. 2011. Matchmaking With Math: How Analytics Beats Intuition to Win Customers. MIT Sloan Management Review 52, no. 2, (January 1): 35-41.

Robert Johnston, and Xiangyu Kong. 2011. The customer experience: a road-map for improvement. Managing Service Quality 21, no. 1, (January 1): 5-24.

Services Marketing Strategy eport
The airline business is among the most competitive sectors in the economy. The business requires the investors to invest huge amounts of capital to sustain the operations of the business. The difference in the capital available has resulted into emergence of superior airline companies that have dominated the global market. The airline companies are mainly a service delivery oriented offering transport for passengers and language.

The airline company under evaluation is Singapore Airlines. The company was incorporated in 1947 originally as Malayan Airways Limited. With the help from British Commonwealth airlines, the company increased its fleet size to become among the major players in the airline industry. The company has a strong presence in Asia, which is the major market. The company operates trans-Pacific flights, which increase revenue. The company also diversifies its operations to provide services like as aircraft managing and engineering services (Lee & Institute of…...

mla

References

Beiske, B. (2007). Loyalty management in the airline industry. Mu-nchen: GRIN Verlag GmbH.

Capon, N., & Hulbert, J.M. (2007). Managing marketing in the 21st century: Developing and implementing the market strategy. Bronxville, N.Y: Wessex Inc.

Chary, S.N. (2009). Production and operations management. New Delhi: Tata McGraw-Hill.

De, L.C. (2003). The Rough guide to Malaysia, Singapore and Brunei. New York: Rough Guides.

S. recession -- the ability to make up for such downturns with growth elsewhere is highly valuable. The internal systems allow for two things critical to McDonalds -- efficiency and consistency. The McDonalds experience is the same in every restaurant in every country, something that is essential to brand development.
There are few weaknesses at McDonalds. The company does not have a good reputation among certain segments of the market because its food is perceived as being unhealthy. The company has had a few product missteps in trying to explore opportunities in other business -- pizza being one such failure. These weaknesses have not proven to harm the company in the long run but there are times when such instances will have an adverse effect on the company's revenue streams or cost structure.

There remain opportunities for McDonalds. The company sees coffee as an opportunity and is pursuing market share from Starbucks.…...

Marketing Plan -- Translator Connect Services
Marketing Plan -- Translator Connect

Marketing Plan for Translator Connect Services

This section outlines the marketing plan for Translator Connect Services. The plan consists of four components: Target market analysis, promotional strategies, marketing communications, and sales and marketing channels. The section below briefly describes the services and attributes of the translation services business.

Translator Connect Service Offering.

Translator Connect Service provides translation services to business, government officials, and travelers who must transact business in foreign lands. Translation services are offered to clients in two ways: Live translators may be accessed via a toll-free phone number in order to provide direct translation during the business transaction. The estimated translation accuracy for this option is 75%. Customers may also access translation services by using a phone application that instantly converts in-put voice to digital text which can be read aloud to the native speaker. This second option requires that the business…...

mla

References

Derval, D. (2007, July 12). Wait marketing: Communicate at the right moment at the right place. Business: Marketing eZine Articles. Retrieved  http://ezinearticles.com/?Wait-Marketing:-Communicate-at-the-Right-Moment-at-the-Right-place&id=639759 

Kurtz, D.L. MacKenzie, H.F., & Snow, K. (2009). Contemporary Marketing, (3rd ed.). Victoria, UK: Thompson-Southwestern. Retrieved  http://books.google.com/ 

books?id=lf7VKtZcJlgC&pg=PA291&lpg=PA291&dq=contemporary+marketing+boone+kurtz+mackenzie+snow&source=bl&ots=Gq36zZv1p7&sig=gjwanlnPveq7beNVJCb9iJsu_yY&hl=en&ei=5b6TTb3rMYX0tgPz45zWBQ&sa=X&oi=book_result&ct=result&resnum=2&sqi=2&ved=0CBkQ6AEwAQ#v=onepage&q=contemporary%20marketing%20boone%20kurtz%20mackenzie%20snow&f=false

Lamb, C.W., Hair, J.F., Jr., & McDaniel, C. (2008). Essentials of marketing. (3th ed.). Cengage Publishing. Retrieved

Netflix Raises Prices, Lowers Investor Confidence
Netflix has reached a new low as it broke its 52-week low, erasing 12 months of considerable growth. This news happening after massive losses of users after Netflix announced in July that it was raising the price of its most popular subscription plan by 60%. A move Netflix officials say is necessary to maintain the entertainment subscription services offered by the company amidst higher costs and changes in the broader state of the economy. Despite being the largest single entity consumer of internet Bandwidth in the world, Netflix has had its ups and downs over the past year. Two financial firms, Barclays Capital and Goldman Sachs, have lowered their expectations of Netflix for the near future. Goldman Sachs has reevaluated the stock to be $270 per share, from earlier estimations of $330 per share. Likewise, Barclays Capital has evaluated Netflix stock to be $260 down…...

Service Quality esearch
The research discussed in this paper is based on the application of the SEVQUAL model to the restaurant sector of the hospitality service industry. The SEVQUAL model was developed in 1985 and has been refined since for use in the service industry. In contrast to goods, service quality has been difficult to measure because of the intangibility, variability and heterogeneity of the service. Moreover, the service quality depends on the interaction between service provider and consumer. The SEVQUAL model was developed to overcome these limitations. The research articles discussed in the following sections were all conducted to apply the model in the restaurant sector to evaluate the service quality of various kinds of restaurants.

In addition to the SEVQUAL model, another useful model is the DINESEV model which has also been used by a couple of the researches discussed in this paper. The researches discussed in this paper have…...

mla

References

Chow, I.H., Lau, V.P., Lo, T.W., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives. Hospitality management, Vol. 26, pp. 698-710. Accessed from www.sciencedirect.com

Fitzsimmons, J.A., & Fitzsimmons, M.J. (2006). Service management. 5th ed. Tata McGraw-Hill.

Fu, Y., & Parks, S.C. (2001). The relationship between restaurant service quality and cnsumer loyalty among the elderly. Journal of hospitality tourism research, Vol. 25, pp. 320-336. doi: 10.1177/109634800102500306.

Grigoroudis, E., & Siskos, Y. (2009). Customre satisfaction evaluation: Methods for measuring and implementing service quality. Springer Publications.

Marketing Case Study
Try to remember the billboards on your commute to work or school. How many do you think there are? Explain why you remembered any of them. Next time you are on that route, note how many billboards there actually are. Are they effective?

Of the many billboards passed on the way to work and school every day, the most noticeable are those that promise low-cost health insurance and healthcare. These billboards are the most effective as they are very colorful and full of energy with smiling kids, big families and everyone just the picture of health. These billboards stand out because of their generous white space surrounding models who are hired due to the healthy complexions, athletic physiques and incredibly perfect teeth. That is what most amazes me about the healthcare billboards; the models all have perfect smiles and complexions as they promote Blue Cross Blue Shield, Anthem and…...

mla

References

Donthu, N. (1994). Effectiveness of outdoor advertising of services. Services Marketing Quarterly, 11(1), 33-33.

Duncan, C.P., & Nelson, J. (1985). Effects of humor in a radio advertising experiment. Journal of Advertising, 14(2), 33-33.

Fortenberry, John L, Jr., PhD., McGoldrick, P.J., PhD., & French, George E, I.I.I., F.A.C.H.E. (2010). Is billboard advertising beneficial for healthcare organizations? An investigation of efficacy and acceptability to Patients/Practitioner Application. Journal of Healthcare Management, 55(2), 81-95; discussion 95-6.

Miller, D.W., & Marks, L.J. (1997). The effects of imagery-evoking radio advertising strategies on affective responses. Psychology & Marketing, 14(4), 337-360.

Marketing in the anking Industry
Prescott Valley, Arizona

Abridged Literature Review

Reflective

Annotated ibliography

While there are many industries in the world that are growing at a rapid pace, one of them is exceedingly doing well. This is because it relies upon the monies and funds of its customers and greatly influences the other industries as well. This is the banking industry. Although a common part of every consumer's life, the banking industry has been growing and developing globally. To understand such growth, the attention instantly goes to the strategic and marketing techniques that have been applied by the people of this industry. Therefore, to gain a thorough and concise outlook of the marketing wonders that have continue to enable the banking industry to succeed at all fronts, the research topic that has been proposed for this research paper is 'marketing in the banking industry'. This topic will not only aid in understanding the marketing…...

mla

Bibliography

Berger, A.N. (2003). The Economic Effects of Technological Progress: Evidence from the Banking Industry. Journal of Money, Credit, and Banking, Volume 35.

Chaneta, D.I. (2010). Marketing: Packaging and Branding. Journal of Comprehensive Research, Volume 8, 19-30.

Flaunet, M. (2012). Banking Industry Challenges. Retrieved from Deloitte:  http://www.deloitte.com/view/en_LU/lu/industries/banking-securities/banking-industry-challenges/#.UlTYD9KBlac 

Jr., G.P., & Hoskins, L. (2006). The Case for Market-Based Regulation. Cato Journal, Vol. 26, No. 3, 469-487.

First the process of co-creation will be defined, followed several examples of successful co-creations of the customer experience.
5. Customer experience is the brand and co-creation is the process

A firm that migrates to a service-dominant logic will move from selling a commodity to co-creating the customer's experiences. If you utilize the brand definition in the introduction portion of this paper -- a brand is the summation of a customer's interactions with a firm and their products and services - one must come to the conclusion that building a customer experience equates to building a brand (Prahalad, 2004). The job of a marketer becomes one creating positive encounters; encounters which influence the customer's ability, willingness and opportunities to co-create with firm. (Payne, 2009).

The process of co-creation is evolving. In 2004,Prahalad and Ramaswamy, describe the building blocks of interactions. To co-create, a firm needed to facilitate dialogues, create access to information, understand…...

mla

Bibliography

Andreu, L., Sanchez, I. & Mele, C., (2010). Value co-creation among retailers and consumers: new insights into the furniture market. Journal of retailing and consumer services. Retrieved on April 18, 2010 from:  http://www.sciencedirect.com .

NOTE: Your may want to download this article and complete this citing.

Arvidsson, A (2005). Brands: A critical perspective. Journal of Consumer Culture. Volu 5 (2) pp 235 -- 258.

Babitch, S., Chen, J & Whitney, P. (2005). Design for the Emerging Markets: Interview with Marriott International. Institute of Design, Illinois Institute of Technology. Retrieved April 18, 2010 from: www.id.iit.edu.

The internet has given marketers a great deal of flexibility of time and message, though it must be clear that contrary to the previous assumptions there are limits to advertising ability and revenue. The tool enters the individuals home, just as direct marketing does and often offers links to direct purchase of the product advertised. Television, also enters the consumers home, and offers product information and brand exposure. Radio is often a mode of marketing that is accessed in transit, where millions of people listen to the radio as they drive and remember products, services and events that they hear about on the radio. Word of mouth marketing is important as it provides a personal touch to the product or service as testimonial can be the key to product awareness and utilization. (Ryans, 1996, p. 63)
8. Old statistics with regard to advertising to sales ratios, 10 years ago being…...

mla

Geller, 2002, p. null03)

10. Foreign market growth is one of the biggest issues in business today and many even small and medium sized companies often direct resources toward finding and establishing foreign market locations in the increasingly global economy. There are several risks involved with entering a foreign market and at least three are, non-existent or low consumer demand for product, competition of local market and lastly legal and ethical issues that determine the market situation. Some demand situations are unknown until a service or product has been exposed to a foreign market, and historical consumer desires must be discovered before entrance, sometimes this is difficult as if a consumer is unaware of a product they do not know if they would buy it or use it, they may have historical and traditional desires to utilize existing market products and not care to try something new, in which case a risk would be great. Competition in local markets is often a risk that a foreign company must weigh as there are often similar products and services available on a local scale that have a market hold, without proper information and/or research a risk could be great for product not fitting in to an existing market, because local providers already serve the niche. Lastly, legal issues are often unknown to the foreign provider, as some communities are more or less controlled by government entities, through non-free market set ups. Without such information the foreign provider takes great risk in having his goods and/or services sanctioned, overtaxed, refused or even confiscated in a foreign market that is not freely active, as many across the globe are.

Bauer, 1963, p. ii)