Ch10_NE - Prepared by Deborah Baker Prepared by Deborah Baker Texas Christian University Texas Christian University Canadian Adaptation by Miguel

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Unformatted text preview: Prepared by Deborah Baker Prepared by Deborah Baker Texas Christian University Texas Christian University Canadian Adaptation by Miguel Morales Canadian Adaptation by Miguel Morales Saint Mary’s University Saint Mary’s University COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited. All rights reserved Services and Nonprofit Organization Marketing Chapter 10 2 COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited. All rights reserved Learning Objectives 1. 1. Discuss the importance of services to the economy. 2. Discuss the differences between services and goods. 3. Describe the components of service quality and the gap model of service quality. 3 COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited. All rights reserved Learning Objectives (continued) 4. Develop marketing mixes for services. 5. Discuss relationship marketing in services. 6. Explain internal marketing in services. 4 COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited. All rights reserved Learning Objectives (continued) 7. Discuss global issues in services marketing. 8. Describe nonprofit organization marketing. 5 COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited. All rights reserved Service The result of applying human or mechanical efforts to people or objects . 6 COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited. All rights reserved The Importance of Services 75% of workers are in service sector Services account for 70% of Canadian GDP Service occupations will be responsible for all net job growth over the next few years Courtesy of the Nelson RF Collection 7 COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited. All rights reserved Service-Producing Industries and Job Growth Exhibit 10.1 8 COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited. All rights reserved How Services Differ from Goods Services Are Intangible Performances Services Are Produced and Consumed Simultaneously Services Have Greater Variability Services Are Perishable Famous Players Grand Prix of Canada 9 COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited. All rights reserved COPYRIGHT © 2006 by Nelson, a division of Thomson Canada Limited....
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This note was uploaded on 08/22/2009 for the course MKTG 1301 taught by Professor Bethpett during the Fall '05 term at Niagara College.

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Ch10_NE - Prepared by Deborah Baker Prepared by Deborah Baker Texas Christian University Texas Christian University Canadian Adaptation by Miguel

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