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Introduction to services marketing - Essay Example
This paper discusses the various differences between high-contact and low-contact services and explains the manner in which customer experience differs between the two. Marketing of services has attained greater significance over the years, due to globalization and the increasing competition at a global level…
Marketing of services has attained greater significance over the years, due to globalization and the increasing competition at a global level (Cunningham, Young, Ulaga & Lee, 2004). The services sector is has grown substantially in the recent years and hence has become an integral part of economy. In order for firms to survive in such a highly competitive industry, marketing of services is inevitable (Lovelock, Wirtz, 2004). In the realm of marketing, innovation holds supreme significance. It is only through innovation that firms can differentiate their products / services in the market and generate value and relevance for their services or products in the eyes of their target market / segments (Kleinknecht, 2000: 169-186).
The development of technology fuelled by a simultaneous development in the field of information and technology, has led to a complete transformation with regard to delivery and execution of various services. It has now, completely revolutionized the manner in which services were executed, and hence widened the scope to product and process the services. The opening of various global economies has further expanded the playing field for various firms, thus further intensifying the competition at a global level. ...