IOSR-JBM   International Conference on Service Marketing – Talking The Show Abroad (ICSMTSA-2016)

Abstract: The purpose of this paper is to know the word benchmarking in services marketing and how important the benchmarking process in service marketing. Today's is service era. Service sectors account for more than 70% employment opportunities. Even in the time of economic meltdown, unlike manufacturing sector, the service sector has registered employment rate up. Benchmarking is part of the process of continuous improvement in Service Marketing. Companies use benchmarking as a way to compare key metrics to other businesses in the industry. This allows companies to see how well they are performing and identify ways they can become more competitive in the industry. In this we will look at the different types of benchmarking, the stages of benchmarking.

[1]. On-Line Reports
[2]. Benchmarking for Quality Management & Technology: An International Journal, MCB
[3]. University Press
[4]. Karlof, Bengt, Benchmarking Workbook: How to Apply Benchmarking--With
[5]. Examples and Ready Made Forms, New York, NY: John Wiley & Sons,
[6]. Bogan, Christopher E., and English, Michael, J., Benchmarking for Best Practices,
[7]. McGrawHill Inc.

Abstract: Services marketing is the provision of intangible offerings (services), whether business to consumer (B2C) or business to business (B2B) markets. This can be commonly found in telecommunications, air travel, health care, financial, car rental, and professional services. A globalized business environment is that which encompasses different sovereign countries with interplay of several factors exogenous to the home environment of a business organization and influencing decisions on resource use and capabilities. Such factors fundamentally include social, political, economic, cultural, legal and technological elements.............

Keywords: Services Marketing, Globalized Business Environment, Consumers and Strategy.

[1]. Bateson, J.E.G (1995). Managing services marketing. 2nd Edition. Texas: Dryden Press.
[2]. Booms, B.H & Bitner, M.J (1981). Marketing strategies and organization structures for service firms, in Marketing of Services, J Donnelly and W.R. George (eds). American Marketing Association
[3]. Eng, H. E. R. (2001). Global development issues in a changing world. Journal of Macromarketing, 21 (2), 213-16.
[4]. Fawcett, S. E. & Closs, D. J. (1993). Coordinated global manufacturing: The logistics/ manufacturing interaction and Firm Performance. Journal of Business Logistics, 14 (1), 1-25.
[5]. Business dictionary (2014). Definition of service marketing. Accessed from http://www .businessdictionary. com/definition/service-marketing.html#ixzz335VvAeM1

Abstract: The Internet era has thrown open a new pathway for today's marketing. The Internet has made all traditional modes of business outdated and generated amazing new possibilities in business. Online marketing or internet marketing – a combination of marketing acumen and technology – uses the Internet as a medium to advertise and sell services and goods. Digital marketing includes affiliate marketing, search engine marketing including search engine optimization, article marketing, blog marketing, pay-per-click search engine advertising, and e-mail marketing. Digital marketing is one type of marketing being widely used to promote products or services and to reach consumers using digital channels...................

Keywords: Digital Marketing, Promotion, Effectiveness, Customer Reach

[1]. G. T. Waghmare, 2012). E-commerce; A Business Review and Future Prospects in Indian Business. Internet Marketing in India. Indian Streams Research Journal, vol. 2, no. IV, (pp. 1-4.
[2]. Gangeshwer, D. K.(2013).E-Commerce or Internet Marketing: A Business Review from Indian Context" , International Journal of u- and e- Service, Science and Technology Vol.6, No.6, pp.187-194
[3]. Chaffey, D. (2011). E-business & e-commerce management. Pearson Education.

Abstract: The Insurance industry forms an integral part of the Indian financial market, with insurance companies being significant institutional investors. In recent decades, the insurance sector, like other financial services, has grown in economic importance. The growth can be attributed to a number of factors including rising income and demand for insurance, rising insurance sector employment, and increasing financial intermediary services for policy holders. If the public sector insurance company wants to keep its stake in the business and allow it not to be swept away by the entry of private players, with more responsive and convenient attitudes.............

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Abstract: Consumers are demanding more targeted, relevant, and personalized communications from their favourite brands. This isn't exactly a new development, as it's been the case for the past several years. What's notable about this ongoing trend is that increasingly, consumers are coming to expect this same level of personalization from companies in every vertical- and that includes the financial services sector.The shift towards highly personalized communications coupled with increased competition, including competition from 2.0-era services (think peer-to-peer lending shaking up the traditional lending market), and the continued evolution of technology are the key drivers of marketing trends in financial services. Let's take a look at a few of the major trends shaping the financial services marketing outlook for 2016.

[1]. C. Gronroos., Service Management and Marketing – Managing the Moments of Truth in Service Competition, Lexington Books, USA, 1990.
[2]. Palmer., Principles of Services Marketing, McGraw – Hill Book Company, UK, 1994.
[3]. Berry, L. and Parasuraman, A. (1991), Marketing Services: Competing Through Quality, Free Press, New York, NY
[4]. de Brentani, U. and Cooper, R.G. (1992),"Developing successful new financial services for businesses'', Industrial Marketing Management, Vol. 21, 231–41.

Abstract: "Service innovation" is a broad term that has to do with making changes in the direction, organization and even the product line of a business in order to anticipate demand and keep the company in the forefront of an industry. Sometimes referred to as anticipatory thinking or anticipatory innovation, the idea is to accurately project upcoming trends within the marketplace and make changes in the way the company does business in order to ride the wave of those trends to greater financial rewards. Considered a hallmark of true entrepreneurship, service innovation will often involve a combination of changes that affect various levels of the operation, depending on what is required to produce the desired result

[1]. Cramer C., and Hipp C.,, Service innovation and service design in the German printing industry. In: Melkas, H., Harmaakorpi, V. (Eds.), Practice-Based Innovation: Insights, Applications and Policy Implications, Springer, Berlin Heidelberg. pp. 305-322.
[2]. Martinez, V., Bastl, M., Kingston, J. and Evans, S., Challenges in transforming manufacturing organisations into product-service providers. Journal of Manufacturing Technology Management. v21 i4. 449-469.
[3]. Nijssen, E.J.; Hillebrand, B.; Vermeulen, P.; Kemp, R. (2006), "Exploring Product and Service Innovation Similarities and Differences", International Journal of Research in Marketing, International Journal of Research in Marketing, 23 (3): 241–251.

Abstract: Ethics means a set of moral principles which govern a person's behavior or how the activity is conducted. And advertising means a mode of communication between a seller and a buyer.Thus ethics in advertising means a set of well defined principles which govern the ways of communication taking place between the seller and the buyer. Ethics is the most important feature of the advertising industry. Though there are many benefits of advertising but then there are some points which don't match the ethical norms of advertising.

Keywords: Advertising, communication,ethics)

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Abstract: Quality management represents everything an organization should ensure/accomplish in order to have products which will satisfy the clients' requests concerning quality and the requests of the existent regulations. The demanding customers and increased sense of customer satisfaction led to the use of the new service parameters making hoteliers to implement quality management as an effective aid. The empirical research in development of service quality theory suggests that improved service quality plays important role..........

Keywords: Quality management, principles, Software Quality Assurance, testing methodologies

[1]. Measuring Customer Satisfaction, A review of approaches By IdeA Knowledge 23rd March 2006 on www.idea.gov.uk
[2]. GJ Fogarty "Measuring Service Quality. ..... for measuring consumer perceptions of service quality." Retrieved on 12/05/2007 from eprints.usq.edu.au/933/1/Fogarty_Catts_ Forlin_Measuring_service_quality.pdf
[3]. John Terninko : "Step By Step QFD : Customer Driven Product Design", Taylor & Francis Publication, 2nd edition
[4]. C. R. Kothari : "Research Methodology Methods & Techniques", revised 2nd edition, New Age Publication
[5]. Rajendra Nargundkar : "Service Marketing, Text And Cases" 2 nd edition, Tata McGraw Hill Publication

Abstract: Service Quality is defined as the ability of the service provider to satisfy customer needs. Service quality is not one-dimensional; it encompasses numerous factors that are important to customer satisfaction. There are several reasons why customers must be given quality service. Gaps between perceived and expected levels of service quality delivery result in the failure of the service provider. The servqual instrument designed by Parasuraman, Berry and Zeitham can be adapted to most of the services and can be used to measure service quality. A person is said to be dissatisfied when the perceived delivery is lower than expectation.........

Keywords: Service, Quality, Satisfaction, Expectation, Perception

[1]. Rampal M K , Service Marketing : Galgotia publishing co. , New Delhi
[2]. Ramaswamy V S , Marketing Management : Macmillan India Ltd.
[3]. Manoj K Trivedi, Service Quality, Kanpur
[4]. Xavier M J , Marketing in the 21st century : Vikas Publishing House
[5]. Shajahan S. : Service Marketing , Himalaya Publishing House

Abstract: In order for a company‟s offer to reach the customers there is a need for services. These services depend on the type of product and it differs in the various organizations. Service can be defined in many ways depending on which area the term is being used. An author defines service as "any intangible act or performance that one party offers to another that does not result in the ownership of anything" (Kotler & Keller, 2009, p.789). In all, service can also be defined as an intangible offer by one party to another in exchange of money for pleasure. Quality is one of the things that consumers look for in an offer, which service happens to be one (Solomon 2009, p. 413). Quality can also be defined as the totality of features and characteristics of a product or services that bear on its ability to satisfy stated or implied needs (Kotler et al., 2002, p. 831).

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Abstract: Services of communication to the process of using promotion elements in a unified way. Communication could indeed be seen as an effort towards promotion in practice and also find out some challenge and future market communication for business. In communicating and promoting the organisation ethos to employees, their acknowledgement and acceptance of it can influence their work be behaviour and attitudes. When the interaction between the leadership and employees is good, the letter will make a greater contribution to team communication and promotion and will also be encouraged to accomplish the mission and objective assigned by the organisation, thereby enhancing satisfaction of customers.

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Abstract: Every day, every hour even every second the information technology is growing and it affects our regular activities like shopping, learning, surfing, banking, etc. India being a developing country has to accelerate the growth of banking sector for its further development. The banking sector services are to be improved with the help of information technology. Obviously, almost all of the banks in India are providing E-Services to their customers. The concept of E-service represents prominent application of utilizing the use of information and communication technologies. In the Banking Industry, it has been in the form of E-Services, which is now replacing the traditional banking practice..............

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Abstract: Services play a pivotal role in marketing. It is mainly focused that international services has changed drastically over a period of time. With the advent of electronic media and communications services marketing at international level has gained much momentum. International service marketing enables businesses to acknowledge cultural differences when advertising in foreign countries. A marketer has to focus on how the services have to be done at international level with varied cultural and regional differences.

[1]. Journal of International Marketing. Pg-91-115, Vol 10, 1998.

[2]. Krishna.M, "Service Firms International Entry- Mode Choice: A modified Transaction- Cost analysis approach., Vol 57.,No.3 (July 1993) pp 19-38.

Abstract: E-Services: Short for Electronic Service. Internet is the main channel for Service. It seems compelling to adopt Rowley (2006) approach who defines e-services as: "…deeds, efforts or performances whose delivery is mediated by information technology. Such e-service includes the service element of e-tailing, customer support, and service delivery". In this hectic and growing world people are very fast and involved in their work. They don't have time to go directly to the shop and purchase the goods or services they want. So there emerges the concept of E-services. E-services, a business concept developed by Hewlett Packard (HP), is the idea that the World Wide Web is moving beyond e-business and e-commerce (that is, completing sales on the Web) into a new phase where many business services can be provided for a business or consumer using the Web.

Kerwords: E-Services, e-tailing, consumer, services

[1]. 1.Sultan. F., Henricks, R.B. (2000). 'Consumer preferences for Internet services over time: initial explorations', Journal of Consumer Marketing. Vol. 17 (2000), no. 5, pp. 386-402.
[2]. The Internet Group, http://ww\\.tig.com
[3]. 2.Trocchia, P., .landa, S. (2003). 'How do consumers L:valuate Internet retail service quality' TournaI of Services \larketing. Vol. 17 (2003). no. 3, pp. 243-253.
[4]. 3.Zinkhan. G.M. (2002). 'Promoting services via the Internet: new opportunities and challenges', Journal of Services \larketing, Vol. 16 (2002), no. 5. pp. 412-423.
[5]. 4.http://ebiz.pwc.com/2012/10/eu-what-are-eservices/

Abstract: In this paper we have to discuss about what is consumer behavior in services. The consumer products companies are given many types of services so that services the company what's made towards service. There are many aspects which are involved in consumer behavior in the time of service. They are, search behavior, experience cues, service gaps, credibility. So in these ways the consumer behavior becomes vary.

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Abstract: The co-operative banks are the largest source of lender for the customers and the members in the credit co-operative sector. Irrespective of the member status the Primary Agricultural Co-operative Credit Societies (PACCS) provide a large number of schemes and operations. The members who have been become members in the present age and those who have been traditional members have given freedom and choice to avail the various benefits provided by the PACCS. The PACCS have been actively performing the role of banks in bringing the various developments of the corporate banks as on today. The co-operative banks have been rendering loans and deposits for the benefits of the rural and urban members and customers. The banks offering loans and schemes for developing the Agriculture related productions thereby pave the way for increase in the GDP of the economy.

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Abstract: India is one of the fastest growing aviation industries in the world. Because of the introduction of liberalization policy in the Indian aviation sector, the industry has witnessed difference with the entry of the privately owned full service airlines and low cost carriers. In 2006, the private carriers accounted for around 75% share of the domestic aviation market. Besides, there was significant increase in the number of domestic air travel passengers. Some of the factors that have resulted in higher demand for air transport in Indian clued the growing purchasing power of middle class, low airfares offered by low cost carriers and the growth of the tourism industry in India..............

Keywords : aviation, opportunities, liberalization

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