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Boundless Lecture Slides

Empower educators with the Boundless Teaching Platform to engage students, customize textbooks, and create interactive lectures. Access free lecture slides and teaching resources at www.boundless.com.

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Boundless Lecture Slides

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  1. Boundless Lecture Slides Available on the Boundless Teaching Platform Free to share, print, make copies and changes. Get yours at www.boundless.com

  2. Using Boundless Presentations Boundless Teaching Platform Boundless empowers educators to engage their students with affordable, customizable textbooks and intuitive teaching tools. The free Boundless Teaching Platform gives educators the ability to customize textbooks in more than 20 subjects that align to hundreds of popular titles. Get started by using high quality Boundless books, or make switching to our platform easier by building from Boundless content pre-organized to match the assigned textbook. This platform gives educators the tools they need to assign readings and assessments, monitor student activity, and lead their classes with pre-made teaching resources. Get started now at: • The Appendix The appendix is for you to use to add depth and breadth to your lectures. You can simply drag and drop slides from the appendix into the main presentation to make for a richer lecture experience. http://boundless.com/teaching-platform • Free to edit, share, and copy Feel free to edit, share, and make as many copies of the Boundless presentations as you like. We encourage you to take these presentations and make them your own. If you have any questions or problems please email: educators@boundless.com Free to share, print, make copies and changes. Get yours at www.boundless.com

  3. About Boundless • Boundless is an innovative technology company making education more affordable and accessible for students everywhere. The company creates the world’s best open educational content in 20+ subjects that align to more than 1,000 popular college textbooks. Boundless integrates learning technology into all its premium books to help students study more efficiently at a fraction of the cost of traditional textbooks. The company also empowers educators to engage their students more effectively through customizable books and intuitive teaching tools as part of the Boundless Teaching Platform. More than 2 million learners access Boundless free and premium content each month across the company’s wide distribution platforms, including its website, iOS apps, Kindle books, and iBooks. To get started learning or teaching with Boundless, visit boundless.com. Free to share, print, make copies and changes. Get yours at www.boundless.com

  4. The Importance of Services Services Marketing Services versus Products Marketing Mixes for Services Service Quality ] Services Marketing Free to share, print, make copies and changes. Get yours at www.boundless.com

  5. Services Marketing > The Importance of Services The Importance of Services • The Service Economy • Services as Solutions • Services as Products • Service Marketing Management and Metrics • New Service Development Free to share, print, make copies and changes. Get yours at www.boundless.com www.boundless.com/marketing/textbooks/boundless-marketing-textbook/services-marketing-6/the-importance-of-services-48/

  6. Services Marketing > Services versus Products Services versus Products • Intangibility • Inseparability • Perishability • Heterogeneity • Client-Based Relationships Free to share, print, make copies and changes. Get yours at www.boundless.com www.boundless.com/marketing/textbooks/boundless-marketing-textbook/services-marketing-6/services-versus-products-49/

  7. Services Marketing > Marketing Mixes for Services Marketing Mixes for Services • Product, Placement, Promotion, and Price • SIVA: Solution, Incentive/Information, Value, and Access Free to share, print, make copies and changes. Get yours at www.boundless.com www.boundless.com/marketing/textbooks/boundless-marketing-textbook/services-marketing-6/marketing-mixes-for-services-50/

  8. Services Marketing > Service Quality Service Quality • Customer Feedback • The Gap Model • Resolving Problems Quickly • Delivering Excellent Service Quality Free to share, print, make copies and changes. Get yours at www.boundless.com www.boundless.com/marketing/textbooks/boundless-marketing-textbook/services-marketing-6/service-quality-51/

  9. Appendix Free to share, print, make copies and changes. Get yours at www.boundless.com

  10. Services Marketing Key terms • automationThe act or process of converting the controlling of a machine or a device to a more automatic system, such as a computer or electronic controls. • ConsumerThe consumer is the one who pays to consume the goods and services produced. As such, consumers play a vital role in the economic system of a nation. In the absence of their effective demand, the producers would lack a key motivation to produce, which is to sell to consumers. • Contingency TheoryContingency theory is a class of behavioral theory that claims that there is no best way to organize a corporation, to lead a company, or to make decisions. Instead, the optimal course of action is contingent upon the internal and external situation. • customer retentionAn assessment of the product or service quality provided by a business that measures how loyal its customers are. • customer serviceThe act of providing services to customers before, during and after a purchase. • heterogeneityThis term describes the uniqueness of service offerings. • heterogeneousDiverse in kind or nature; composed of diverse parts. • HomogeneousOf the same kind; alike, similar. • InseparableNot able to be separated; bound together permanently. • intangibleIncapable of being perceived by the senses; not having a physical presence. • intangibleIncapable of being perceived by the senses. • intangibleIncorporeal property that is saleable though not material, such as bank deposits, stocks, bonds, and promissory notes. Free to share, print, make copies and changes. Get yours at www.boundless.com

  11. Services Marketing • Marketing ManagementMarketing management is a business discipline which is focused on the practical application of marketing techniques and the management of a firm's marketing resources and activities • marketing mixA business tool used in marketing products; often crucial when determining a product or brand's unique selling point. Often synonymous with the four Ps: price, product, promotion, and place. • marketing mixA business tool used in marketing products; often crucial when determining a product or brand's unique selling point. Often synonymous with the four Ps: price, product, promotion, and place. • marketing strategya process that can allow an organization to concentrate its resources on the optimal opportunities with the goals of increasing sales and achieving a sustainable competitive advantage • noisedata that is not being used to transmit a signal, but is simply produced as an unwanted by-product of other activities • perishableLiable to perish; short lived. • personalizedadapted to the needs of an individual • primaryThe primary sector of the economy is the sector of an economy making direct use of natural resources. • secondaryThe secondary sector of the economy or industrial sector includes those economic sectors that create a finished, tangible product, such as production and construction. • ServiceAction or work that is produced, then traded, bought or sold, and then finally consumed. • Service QualityA term which describes a comparison of a customer's expectations as it relates to a company's performance. • Service QualityA term which describes a comparison of a customer's expectations as it relates to a company's performance. Free to share, print, make copies and changes. Get yours at www.boundless.com

  12. Services Marketing • Service quality modelHighlights the main requirements for delivering high service quality; it identifies five ‘gaps' that cause unsuccessful delivery. • tangibleTouchable; able to be touched or felt; perceptible by the sense of touch; palpable. • valuea customer's perception of relative price (the cost to own and use) and performance (quality) • value-chainThe value chain categorizes the generic value-adding activities of an organization. • Virtual Online CommunitiesA social network of individuals who interact through specific social media, potentially crossing geographical and political boundaries in order to pursue mutual interests or goals. Free to share, print, make copies and changes. Get yours at www.boundless.com

  13. Services Marketing Perishable Entity What an airline ticket entitles a customer to cannot be stored, saved, returned, or resold after the flight. It is a perishable entity. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikimedia."Delta Air Lines - N757AT - Flickr - skinnylawyer."CC BY-SAhttp://commons.wikimedia.org/wiki/File:Delta_Air_Lines_-_N757AT_-_Flickr_-_skinnylawyer.jpgView on Boundless.com

  14. Services Marketing Competitive Success Rolls Royce PLC maintains a competitive edge in the airplane engine industry by adding valued services to improve the quality of its engine. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikimedia."Egyptengine."CC BY-SAhttp://commons.wikimedia.org/wiki/File:Egyptengine.jpgView on Boundless.com

  15. Services Marketing Hair Salon When a business provides intangible services, it might incorporate certain tangible elements to enhance customers' experience. Free to share, print, make copies and changes. Get yours at www.boundless.com Flickr."Fusion Beauty Salon 8-19-06 -- 100_3008 | Flickr - Photo Sharing!."CC BYhttp://www.flickr.com/photos/stevendepolo/4000205648/View on Boundless.com

  16. Services Marketing Consumer Expectations Hotel administrators might think that guests want better food or in-house restaurant facilities, but guests might be more concerned with the staff's responsiveness. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikimedia."Port au Prince - hotel Olofson."CC BY-SAhttp://commons.wikimedia.org/wiki/File:Port_au_Prince_-_hotel_Olofson.JPGView on Boundless.com

  17. Services Marketing The GAP Model The GAP Model shows the requirements for delivering quality service. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikispaces."Oliver-customerservice - The Knowledge Gap."CC BY-SAhttp://oliver-customerservice.wikispaces.com/The+Knowledge+GapView on Boundless.com

  18. Services Marketing Telephone Survey Telephone surveys enable a private conversation to take place between the customer and service provider. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikipedia."1280px-CiscoIPPhone7941Series.jpg."License: Otherhttps://en.wikipedia.org/wiki/Telephone#/media/File:CiscoIPPhone7941Series.jpgView on Boundless.com

  19. Services Marketing Customer Support AT&T Mobility provides technical support for some of its mobile phones through device support centers. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikipedia."Attdevicesupportcenter."CC BY-SAhttp://en.wikipedia.org/wiki/File:Attdevicesupportcenter.jpgView on Boundless.com

  20. Services Marketing Intangible Service Teachers provide a service that is intangible. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikimedia."Teaching and."CC BY-SAhttp://commons.wikimedia.org/wiki/File:Teaching_and.jpgView on Boundless.com

  21. Services Marketing Haircut A barber is part of the haircut service that he delivers to his customer. A haircut is delivered to and consumed by a customer simultaneously. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikimedia."US Navy 100129-N-9132D-005 Sailor get hair cut aboard USS Kearsarge."CC BY-SAhttp://commons.wikimedia.org/wiki/File:US_Navy_100129-N-9132D-005_Sailor_get_hair_cut_aboard_USS_Kearsarge.jpgView on Boundless.com

  22. Services Marketing McDonald's Big Mac Big Macs are mass produced and almost identical, but the same is not true for the services rendered by the staff. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikimedia."Big Mac."CC BY-SAhttp://commons.wikimedia.org/wiki/File:Big_Mac.jpgView on Boundless.com

  23. Services Marketing Budgets Services have to be priced fairly in order to attract customers. People aren't willing to pay for services that are too expensive or that they do not need. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikipedia."Brooklyn_Museum_-_Comme_Sisyphe_-_Honor%C3%A9_Daumier.jpg."Public domainhttps://en.wikipedia.org/wiki/Budget#/media/File:Brooklyn_Museum_-_Comme_Sisyphe_-_Honor%C3%A9_Daumier.jpgView on Boundless.com

  24. Services Marketing Taxi Services A taxi cab driver provides both a good and a service, so he provides a product. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikimedia."Cabs."CC BY-SAhttp://commons.wikimedia.org/wiki/File:Cabs.jpgView on Boundless.com

  25. Services Marketing Economical Transportation As gas prices increase, we see less cars on the road. People turn to alternate modes of transportation including taxis, public transportation, and bikes.  . Free to share, print, make copies and changes. Get yours at www.boundless.com Wikimedia."Cycling in Melbourne 2012."CC BY-SAhttp://commons.wikimedia.org/wiki/File:Cycling_in_Melbourne_2012.jpgView on Boundless.com

  26. Services Marketing Marketing Metrics Continuum The Marketing Metrics Continuum provides a framework for categorizing metrics from tactical to strategic. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikipedia."Marketing Metrics Continuum."CC BY-SAhttp://en.wikipedia.org/wiki/File:Marketing_Metrics_Continuum.svgView on Boundless.com

  27. Services Marketing Your Wish Is My Command In the SIVA model, the consumer rules. Free to share, print, make copies and changes. Get yours at www.boundless.com Flickr."All sizes | Consumer Confidence Fairy | Flickr - Photo Sharing!."CC BYhttp://www.flickr.com/photos/petesimon/3365119009/sizes/s/in/photostream/View on Boundless.com

  28. Services Marketing Banking Services Most financial transactions within a bank can be done online. The service was not available 15 years ago. Free to share, print, make copies and changes. Get yours at www.boundless.com Wikimedia."Chase Bank Carrollton Claiborne NOLA."CC BY-SAhttp://commons.wikimedia.org/wiki/File:Chase_Bank_Carrollton_Claiborne_NOLA.JPGView on Boundless.com

  29. Services Marketing Customer Life Cycle Marketers should pay attention to the different stages in the customer life cycle. Free to share, print, make copies and changes. Get yours at www.boundless.com Saylor."Customer life cycle."CC BYhttp://www.saylor.org/site/wp-content/uploads/2012/05/Bus101-Book-May2011.pdfView on Boundless.com

  30. Services Marketing Customer Value Proposition There are benefits and costs regarding the customer value proposition. Free to share, print, make copies and changes. Get yours at www.boundless.com Saylor."Customer value proposition."CC BYhttp://www.saylor.org/site/wp-content/uploads/2012/05/Bus101-Book-May2011.pdfView on Boundless.com

  31. Services Marketing Attribution • Wikipedia."Service (economics)."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service_(economics) • Wikipedia."Perishability."CC BY-SA 3.0http://en.wikipedia.org/wiki/Perishability • Wikipedia."Perishability."CC BY-SA 3.0http://en.wikipedia.org/wiki/Perishability • Wiktionary."perishable."CC BY-SA 3.0http://en.wiktionary.org/wiki/perishable • Wikipedia."customer retention."CC BY-SA 3.0http://en.wikipedia.org/wiki/customer%20retention • Wikipedia."Consumer."CC BY-SA 3.0http://en.wikipedia.org/wiki/Consumer • Wikipedia."Services marketing."CC BY-SA 3.0http://en.wikipedia.org/wiki/Services_marketing • Wiktionary."Homogeneous."CC BY-SA 3.0http://en.wiktionary.org/wiki/Homogeneous • Marketing Journal."A Marketing Blog by Marketing Journal: How to Market Services Successfully?."CC BYhttp://marketingjournal.blogspot.fr/2005/11/how-to-market-services-successfully.html • Wikipedia."Noise."CC BY-SA 3.0http://en.wikipedia.org/wiki/Noise • Wikipedia."Services marketing."CC BY-SA 3.0http://en.wikipedia.org/wiki/Services_marketing • Wikipedia."marketing mix."CC BY-SA 3.0http://en.wikipedia.org/wiki/marketing%20mix • Wiktionary."intangible."CC BY-SA 3.0http://en.wiktionary.org/wiki/intangible • Wiktionary."heterogeneous."CC BY-SA 3.0http://en.wiktionary.org/wiki/heterogeneous • Wikipedia."Service quality."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service_quality%23Service_Quality_Model_.28or.29_GAP_model • Wikipedia."Service quality."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service_quality • Wikipedia."Service quality model."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service%20quality%20model Free to share, print, make copies and changes. Get yours at www.boundless.com

  32. Services Marketing • Wikipedia."Service Quality."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service%20Quality • Wikipedia."Service quality."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service_quality%23Definition • Wikipedia."Service Quality."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service%20Quality • Wikipedia."Customer feedback."CC BY-SA 3.0http://en.wikipedia.org/wiki/Customer_feedback • Wikipedia."Service quality."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service_quality%23Service_Quality_Model_.28or.29_GAP_model • Wikipedia."Virtual Online Communities."CC BY-SA 3.0http://en.wikipedia.org/wiki/Virtual%20Online%20Communities • Wikibooks."Sustainable Business/Marketing."CC BY-SA 3.0http://en.wikibooks.org/wiki/Sustainable_Business/Marketing%23Customer_feedback • Wikipedia."Customer support."CC BY-SA 3.0http://en.wikipedia.org/wiki/Customer_support • Wikipedia."Technical support."CC BY-SA 3.0http://en.wikipedia.org/wiki/Technical_support • Wiktionary."automation."CC BY-SA 3.0http://en.wiktionary.org/wiki/automation • Wikipedia."Intangibility."CC BY-SA 3.0http://en.wikipedia.org/wiki/Intangibility • Wikipedia."Services marketing."CC BY-SA 3.0http://en.wikipedia.org/wiki/Services_marketing • Wiktionary."intangible."CC BY-SA 3.0http://en.wiktionary.org/wiki/intangible • Wikipedia."Inseparability."CC BY-SA 3.0http://en.wikipedia.org/wiki/Inseparability • Wikipedia."Services marketing."CC BY-SA 3.0http://en.wikipedia.org/wiki/Services_marketing • Wiktionary."Inseparable."CC BY-SA 3.0http://en.wiktionary.org/wiki/Inseparable • Wikipedia."Service (economics)."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service_(economics) • Wikipedia."Services marketing."CC BY-SA 3.0http://en.wikipedia.org/wiki/Services_marketing • Wiktionary."heterogeneity."CC BY-SA 3.0http://en.wiktionary.org/wiki/heterogeneity Free to share, print, make copies and changes. Get yours at www.boundless.com

  33. Services Marketing • Wiktionary."value."CC BY-SA 3.0http://en.wiktionary.org/wiki/value • OpenSource.com."Four tips on how to sell open source software | opensource.com."CC BY-SAhttp://opensource.com/business/12/7/four-insights-selling-and-marketing-open-source-software • Wikipedia."Service (economics)."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service_(economics) • Wikipedia."Services marketing."CC BY-SA 3.0http://en.wikipedia.org/wiki/Services_marketing • Wiktionary."tangible."CC BY-SA 3.0http://en.wiktionary.org/wiki/tangible • Wiktionary."intangible."CC BY-SA 3.0http://en.wiktionary.org/wiki/intangible • Wikipedia."New business development."CC BY-SA 3.0http://en.wikipedia.org/wiki/New_business_development • Wikipedia."Contingency Theory."CC BY-SA 3.0http://en.wikipedia.org/wiki/Contingency%20Theory • Wikipedia."Marketing Management."CC BY-SA 3.0http://en.wikipedia.org/wiki/Marketing%20Management • Wikipedia."Marketing Performance Measurement and Management."CC BY-SA 3.0http://en.wikipedia.org/wiki/Marketing_Performance_Measurement_and_Management • Wikipedia."Marketing metrics."CC BY-SA 3.0http://en.wikipedia.org/wiki/Marketing_metrics • Wikipedia."Marketing strategy."CC BY-SA 3.0http://en.wikipedia.org/wiki/Marketing_strategy • Wiktionary."value-chain."CC BY-SA 3.0http://en.wiktionary.org/wiki/value-chain • Wikipedia."Marketing management."CC BY-SA 3.0http://en.wikipedia.org/wiki/Marketing_management • Wikipedia."marketing mix."CC BY-SA 3.0http://en.wikipedia.org/wiki/marketing%20mix • Wikipedia."Marketing."CC BY-SA 3.0http://en.wikipedia.org/wiki/Marketing%23Customer_orientation • Wikipedia."Email."CC BY-SA 3.0http://en.wikipedia.org/wiki/Email • Wikipedia."Secondary goods."CC BY-SA 3.0http://en.wikipedia.org/wiki/Secondary_goods • Wikipedia."Service."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service Free to share, print, make copies and changes. Get yours at www.boundless.com

  34. Services Marketing • Wikipedia."secondary."CC BY-SA 3.0http://en.wikipedia.org/wiki/secondary • Wikipedia."Primary sector of the economy."CC BY-SA 3.0http://en.wikipedia.org/wiki/Primary_sector_of_the_economy • Wikipedia."Services marketing."CC BY-SA 3.0http://en.wikipedia.org/wiki/Services_marketing • Wikipedia."Service economy."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service_economy • Wiktionary."primary."CC BY-SA 3.0http://en.wiktionary.org/wiki/primary • oliver-customerservice Wikispace."The Knowledge Gap."CC BY-SA 3.0http://oliver-customerservice.wikispaces.com/The+Knowledge+Gap • Wikipedia."Customer service."CC BY-SA 3.0http://en.wikipedia.org/wiki/Customer_service • Wikipedia."Service quality."CC BY-SA 3.0http://en.wikipedia.org/wiki/Service_quality%23Service_Quality_Model_.28or.29_GAP_model • Wiktionary."personalized."CC BY-SA 3.0http://en.wiktionary.org/wiki/personalized • Wiktionary."customer service."CC BY-SA 3.0http://en.wiktionary.org/wiki/customer_service • Saylor."BUS101: Introduction to Business Readings and Workbook."CC BYhttp://www.saylor.org/site/wp-content/uploads/2012/05/Bus101-Book-May2011.pdf Free to share, print, make copies and changes. Get yours at www.boundless.com

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