Detailed Information

Services Marketing

  1. A woman entrepreneur is planning to set up an e-shop for a range of costume jewelry made of silver and semi-precious stones. Saira’s is the jewelry brand which is being targeted at girls and women aged 13-50 years. Since she doesn’t have lavish budgets to promote Saira’s, she is evaluating the following routes:

 Home shopping networks offered by cable operators and digital TV operators.

 Word-of-web through social networking sites such as Facebook and Twitter, consumer blogs etc.

 Online stores such as Amazon, Flipkart, Snapdeal, Myntra and also setting up company’s website

 Home-parties or kitty parties of women; an option based on word-of-mouth and consumer referrals

 Exclusive outlets in prime locations of the city

What are the various strategic, tactical and locational considerations / factors that she should keep in mind for deciding the most appropriate channel (s)? (10 Marks)

  1. is a recently launched online / e-tailing store which sells a wide variety of kids products for the age-group 2-12 years, ranging from stationery and school supplies, clothes, shoes, toys, board games, gaming apps, sports equipment, books, magazines, e-book readers, tablets, notebooks / mini-laptops, ipods, etc.

Currently, faces competition from online stores such as Amazon, Snapdeal, Flipkart, Babyoye, Firstcry etc. besides the traditional retail brands such as ShopperStop, Hamleys, The Toy Store, Child Junction etc. and also the retail counterparts of online stores such as FirstCry store – which offer a wide range of children’s products.

To reach out to the market, is planning to create awareness about its online store, the range of products, membership programs and its weekly hot deals –all in one go. For this purpose, is planning a slew of advertising campaigns across different media.

Discuss the 5W’s of the Integrated Service Communication Model for V4kids (10 Marks)

  1. One classic advertising and service recovery strategy used by companies involves turning a disadvantage into an advantage. For example, a small car rental company who did not meet customer expectations, ran a campaign “we are trying harder”.

Recently, the Domino’s pizza chain took such an approach to the extreme. Marketers developed an advertising program to address the problem of slowing sales in a declining economy. The first wave of television commercials featured clips of consumers in focus groups, discussing Domino’s, providing statements such as “Worst pizza I ever had; totally devoid of flavor”, “Domino’s pizza crust is to me like cardboard” and “The sauce tastes like ketchup”.

Domino’s had been able to maintain its market share during the economic downturn. At the same time, employees and company managers were concerned about the quality of the products being offered. The advertising program was created to apologize for poor quality pizza with the promise to do better by creating pies with improved ingredients and better recipes, which lead to a complete menu overhaul during a 4-year period beginning in 2008. “We think that going out there and being this honest really breaks through to people in a way that most advertising does not” explained the CEO Patrcik Doyle.

Some marketing experts expressed concern that consumers would not listen carefully to the message. They would hear the part about poor quality but not the part about improving. Doyle believed that the risk was worth taking.

When the roll-out of new and improved pizzas at bargain prices commenced, a new advertising campaign was launched, featuring the comment, “We are only as good as our last pizza. So tell us how yours was” followed.

Domino’s had already introduced the pizza tracker feature to its website, which allows customers placing an online order at the Domino’s website to follow the progress of the order from the shop to the front door.