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›  ›
 
  
 V

V 
 
V 

V 

= Form of marketing which focuses on selling

services.
= Services are deeds, processes and performance.
= Intangible, but may have a tangible component.
= Generally produced and consumed at the same
time.
= It does not result in ownership.
   
V 
V 
V 

 ahe health care industry includes hospitals, medical

practice, dentistry, eye care etc.
  !"#!$ Accounting, legal, architectural etc are
included in the category of professional services.
% !""$!#!$ ahis industry includes banking, investment,
insurance, advising etc.
&  '!!(ahis service industry includes restaurant, hotel, motel,
bed and breakfast, ski resort, rafting etc.
)
#: aravel industry includes airlines, travel agencies, theme parks
etc.
*  Some other examples of service industries can be hair styling,
pest control, plumbing, lawn maintenance, counselling services, health
club etc.
 "+ !"#!$,!"+

* Oefining and improving quality

* Communicating and testing new services
* Motivating and sustaining employee commitment
* Communicating and maintaining a consistent image
* Setting prices
 Oifference Between
Goods and Services
( !$+- #!$

tangible intangible

homogeneous heterogeneous

Production and distribution are separated Production, distribution and consumption are
from consumption simultaneous processes

A thing An activity or process

Core value processed in factory Core value produced in the buyer-seller

interaction
Customers do not participate in the Customers participate in production
production process
Can be kept in stock Cannot be kept in stock

aransfer of ownership No transfer of ownership

 VV
V  
V 

Services can be classified on the following basis:

* Classification by Industry
* Classification by aarget Effect
* Skill level of service provider
* Labor intensiveness
  !!$!".(V"-/ (

a. Education
b. aelecommunications
c. Finance & Insurance
d. aransportation
e. Public utilities
f. Government services
g. Health
h. Hospitability Industry
i. Business services
j. arading
k. Entertainment
  !!$!".(
+ $

 ' $ !"+ Services aimed at physical care e.g. Healthcare,

clinics, restaurant, hospitals, hair stylists, fitness centers

 " !0// $ !"+ Services aimed at mind of customer

e.g. Education, information, entertainment, consulting,
psychotherapy

%   !" $ !"+ Services aimed at physical possession &

tangible assets e.g. repair & maintenance, laundry, landscaping,
house cleaning services

& V"0!" $ !"+  Services for intangible assets e.g.

Banking, legal consultation, brokerage, financial services.
 ,!# #!$'#!-

*aeacher

*Ooctor

*Engineer

*Accountant
 1!"" !#"

. Mechanic

2. Electrician

3 .Labor

4. Plumber

5. Artisan
 u

* ahe bank was incorporated in August
4 in the name
of 'HOFC Bank Limited', with its registered office in
Mumbai, India. HOFC Bank commenced operations as
a Scheduled Commercial Bank in January
5.
* HOFC Bank's mission is to be a World-Class Indian
Bank. ahe objective is to build sound customer
franchises across distinct businesses so as to be the
preferred provider of banking services for target retail
and wholesale customer segments, and to achieve
healthy growth in profitability, consistent with the
bank's risk appetite
* a




 





    










 





 

 







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