SERVICE MARKETING

Service marketing can de define as an activity or benefit that one party can offer to another that is essentially intangible and does not result in the ownership of anything.
Nigerian Bottling Company offers little services,which are servicing of cars,painting of cars and training ambitious students who wants to become automobile technicians in the future.

CLASSIFICTION OF SERVICES IN RELATION TO NIGERIA BOTTLING COMPANY BUSINESS
Services of Nigerian Bottling company are classified under the following headings:
1.Education services:training ambitious students who wants to become automobile technicians in the future.

2.Transport services:Assit people to move their goods or products from one place to another.

3.Enginnering services:Assist people to service and paint their cars in the automobile workshop.

TANGIBLE AND INTANGIBLE
Service are intangible because they cannot be seen e.g IT services,barbing etc,while tangible goods are those that can be seen and touch e.g jewelries,cloths etc.

In the case of Nigerian Bottling Company most of their products are physical goods i.e they can be touch,seen and felt,but the services which this company do are not seen,the customers cannot touch them.

EXTENDED MARKETING MIX FOR SERVICES
PLACE:It is the avenue or mechanism through which goods and/or services are moved from the manufacturer/ service provider to the user or consumer.

PRICE:This is the amount which the customer pays for the services.

PRODUCTS:This are intangible in case of services.

PROMOTION:This includes all of the tools available to the marketer for 'marketing communication.

PEOPLE:Recruiting the right staff and training them appropriately in the delivery of their service is essential if the organisation wants to obtain a form of competitive advantage.

PHYSICAL EVIDENCE:Physical evidence allows the customer to make judegement on the services.The customers must see the machines or tools physically so as to be convinced about the services.

PROCESS:It can be said to be the systems used to assist the organisation in delivering the service.

QUALITY PERCEPTION PROCESS
Process is an element of service that sees the customer experiencing an organisation's offering. It's best viewed as something that customers participates in at different points in time.
In the case of Nigerian Bottling Company,the company delivers quality services through the elements of marketing mix-people,process and physical evidence.
Feedback or responce are taken and adjustment are made,Customers are retained,and The process itself are tailored to the needs of different customers, experiencing a similar service at the same time.

CRITERIA OF A GOOD QUALITY SERVICES
1.PROFESSIONALISM:Customers are convinced that the service provider has the required skill to carry out the service.

2CONCERN:Customer has to believe that the service provider is genuinely interest in solving their problem.

3.RELIABILITY:Customers rely on the agreement reached by the service provider,that the service provider will try his best on the agreement.

4.FLEXIBILITY AND ACCESSIBILITY:Customer believe that it is easy to get access to the service.

5.SERVICE SPACE:Customers believe that the enviroment where the service is taking place has a sort of positive impact on the company.

6.SERVICE RECOVERY:The customer has utmost faith that whenever anything goes wrong,the service provider will take necessary action in that direction and give alternative in some cases.

7.CREDIBILITY:Customers believe that the service provider is a trustworthy person and he gives a correct value for money.