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PRODUCT  PRODUCT LEVELS In planning its market offering, the marketer needs to think through five levels of product. Each level adds to the customer value, and the five…

Documents BM404_lecture3

Recap - The Gaps model (Zeithaml, Parasuraman & Berry 1990) Recap: Stages in Consumer Decision Making and Evaluation of Services Models of service quality The evolution…

Documents Services marketing full slide

Services Marketing If You want these slides then send me at E-mail at [email_address] or call me at 09910665814 Contact: 09910668814 Pankaj Kumar (RBS ) Chapter 1 INTRODUCTION…

Documents Investigating the Key Factors Affecting Behavioral Intentions

Investigating the Key Factors Affecting Behavioral Intentions: Evidence from a FullService Restaurant Setting By Dev Jani and Heesup Han* Authors note Dev Jani, Ph.D. Candidate…

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A service positioning matrix David A. Collier The Ohio State University, Columbus, Ohio, USA and A service positioning matrix 1223 Susan M. Meyer University of Minnesota,…

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1 SM Wel-Come LETS FILL THE G A P S …….. TogeTher McGraw-Hill © 2000 The McGraw-Hill Companies 2 SM • Traditional Marketing Mix All elements within the control of…

Documents 2-Frei_Service Learning Organizations

Building Learning Organizations: The Operations of Excellence  May 2010 © Frances X. Frei 1 Principles of Service Excellence Create value for customers, employees, and…

Documents Chapter 2

CHAPTER 2 Consumer Behavior in a Services Context Slide © by Lovelock, Wirtz and Chew 2009 Essentials of Services Marketing Chapter 1 - Page 1 Overview of Chapter 2 ●…

Documents Service Quality of Hdfc Bank

A PROJECT REPORT ON “SERVICE QUALITY OF HDFC BANK” In fulfillment of the requirements for Post Graduate Diploma in Business Management (PGDBM) (2009-2011) UNDER THE GUIDANCE…

Education Service management.ppt.12

1. Service Management By Venkatesh.N By Venkatesh.N 2. Service >A service is an action of doing something to some one which is essentially (purely) intangible… >“Service…