C1: Introduction to Services Marketing

1. involve a form of rental, offering benefits without transfer of ownership

2. Access to and usage of systems and networks

3. 1.2 Powerful Forces Are Transforming Service Markets

3.1. Forces Transforming the Service Economy

3.2. Government Policies

3.3. Social Changes

3.4. Business Trends

3.5. Advances in IT

3.6. Globalization

4. What are services?

4.1. Five broad categories within non-ownership framework of which two or more may be combined

4.2. Rented goods services

4.3. Defined space and place rentals

4.4. Labor and expertise rentals

4.5. Access to shared physical environments

5. Four broad categories of services

5.1. People processing

5.2. Possession processing

5.3. Mental stimulus processing

5.4. Information processing

6. 1.1 Why study services?

6.1. Services dominate most economies and are growing rapidly

6.2. personal competitive advantage

7. Challenges posed by services

7.1. Marketing management tasks in the service sector differ from those in the manufacturing sector

8. The 7 Ps of services marketing

8.1. Product elements

8.2. Place and time

8.3. Price and other user outlays

8.4. Process

8.5. Physical environment

8.6. People