Essay About Service Marketingservice And Technology-Potential New Service

Wall Street Journal Summary
Chapter 1 Service MarketingService- Services are deeds, processes, and performances provided or copyrighted by one entity or person for another entity or person.        4 Types of Services-Service Industries- Lodging(hotels)Service as a Product- Macy’s gift wrappingCustomer serviceDerived serviceWhy study service Marketing?Service as a business imperative in manufacturing and IT. – Service lead growth(need service to grow),Deregulated Industries- Professional services standard to allow advertisingService Marketing is different- Skills and experiences aren’t directly transferrable (Good Employees= Better Service) New concepts and approaches.Service equals profits- Dedication to quality service is a foundation to successService and Technology-Potential new service- Ex: self driving carNew Delivery Methods- Ex- Bill paying, transactions, information seekingEnabling customers and employees- Immediate access to information, responsiveness        4.   Global Reach- No boundaries, easy to stay in touch        5.   The Internet IS a service        6.  “Dark Side” of technology- privacy, loss of human contact, confidentiality.Name 4 ParadoxesControl/Chaos- Technology can facilitate regulation or order and technology can lead to disorderFreedom/Enslavement- Technology can facilitate indepence or fewer restrictions or vice versaEfficiency/inefficacy- Sometimes makes it harder, other times easier Assimilation/isolation- Sometimes can facilitate human togetherness sometimes leads to human separation.4 Characteristics of a Service!!Intangibility- can’t be touched; it is an act or performanceHeterogeneity- No Service is delivered exactly the same waySimultaneous Production and Consumption- Customer must be present when employee delivers the servicePerishability- Cannot be stored, exists at a certain timeSearch, Experience and Credence Properties-