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Marketing Paper
What is Marketing?

The process of planning and executing the conception, pricing, promotion and distribution of ideas, goods and services to create exchange and satisfy individual and organizational objectives

American Marketing Association

The management process responsible for identifying, anticipating and satisfying customer requirements profitably

UK Chartered Institute of Marketing

To satisfy individual customers, is tackled by using the marketing mix (4Ps) - product - price - place - promotion

For services, is has been suggested that a further 3Ps be added:

1. People 2. Physical Evidence 3. Process

People – add value and dimension – service quality. The original mix considers personal selling but not the operational aspects of service delivery. - Personnel – training commitment, incentives, appearance, interpersonal behaviour - Attitudes - Customers – Other customers, behaviour, degree of involvement - Body Language also has an impact (posture, gestures, eyecontact, tone of voice, promixity)

Processes – How overall system operates - to be consistent and predictable - Policies and Procedures - Degree of automation - Employee discretion - Customer involvement - Flow of activities

Physical Evidence – i.e. type of hotel or aircraft. Physical elements to support the core concept: - Environment – furnishings, colour, layout, noise level - Facilitating Goods (cars used by car rental companies) - Tangible clues (labels, packaging, logos – e.g. staff uniform, carrier bags)
Historical Perspective
Marketing hasn’t always been around – following the Industrial Revolution, demand exceeded supply and many products ‘sold themselves’.

In the middle of the century the growth of the mass communication

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