Talk:Services marketing/Archives/2017

Proposal to Upgrade and Expand Content

Here is my suggestion for a restructure and expansion of the article on Services Marketing. It there are no objections or suggestions, I will proceed to develop relevant comment shortly, and add it to the article as I go. The following headings are simply a proposal, and are not set in stone. As the content is developed, or as new suggestions come in, it may be necessary to modify or amend the proposed structure. It is my intention to retain all existing content, but it may be necessary to move it around, or edit it slightly for an improved fit with the proposed structure. In addition, I will do my utmost to accommodate any reasonable suggestions for topics that editors or users believe should be covered. I will also post updates on progress every few days. I am a relatively quick worker, and am very familiar with the services marketing literature. My estimate is that it will take no longer than 7-10 days to complete the substantive revision.

1 Services: Background (Economic and social)

2 Concepts of Service

2.1 Historical perspectives (18th, 19th and early 20th century)

• Y Done

2.2 Contemporary Perspectives (mid 20th century to present)

• Y Done

3 Services: Unique characteristics (perishability, intangibility, heterogeneity, inseparability and implications for marketing)

• Y Done

4 Services Marketing: Framework

4.1. Types of services

• Y Done

4.2. Risk perception and risk reduction in service purchase decisions

• Y Done

4.3. The customer experience: The heart of the exchange

4.4. Customer satisfaction

4.5. Customer relationships: relational bonds

4.6. Managing supply and demand

5. Services Marketing Program

5.1. The expanded marketing mix (for services)

7 Ps or 8Ps? Y Done

5.2. Physical evidence

• Y Done

5.2.1. Managing the servicescape to enhance the customer experience

• Y Done

5.3 Service Process: Blueprinting for design and diagnosis

• Y Done

5.4. Service Performance: Managing service quality

• Y Done

5.5. People: Managing the service experience through personal encounters

6. Services dominant logic: implications for theory and practice

• Y Done

7. See also

• Y Done

8.External links

• Y Done

9.References BronHiggs (talk) 21:41, 27 December 2016 (UTC)