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Service Marketing

Project Report On “Study of a Service Organization”

STUDY OF SERVICE DELIVERY, IDENTIFICATION OF KEY ISSUES & CRITICAL EVALUATION OF

Subject: - “SERVICE MARKETING” Submitted to “Prof. Rajiv Kumra”
INDIAN INSTITUTE OF MANAGEMENT INDORE

Table of Contents

1. Objective ........................................................................... 4 2. Methods used for study: .......................................................... 5 3. Introduction- About Reasoning Global e Applications ltd. ....................... 6 4. Identification of Need & Opportunity ............................................ 8 6. Proposed Strategy or Plan....................................................... 12 7. Ecommerce Solution: ............................................................ 14 8. Customer Loyalty Programs ..................................................... 15 9. Internet Marketing Services..................................................... 16 10. Reasoning Portfolio of Clients ................................................. 19 11. Value Proposition to its clients ................................................ 20 12. Human Resource Management................................................ 22 13. Performance parameters for Customer Satisfaction .......................... 25 14. Key Issues in Service Delivery: Service Gap Analysis .......................... 26 15. Reasons for Service Delivery Gap ............................................ 27 16. Application of service Marketing Strategies & Concepts ..................... 28 17. Conclusions ..................................................................... 30

1. Objective

This Project report, broadly, has been designed to familiarize with the characteristics of services in Reasoning Global e Applications Ltd, their implications on design and delivery, and highlighting the role of marketing, human resources and operations for sustainable competitive advantage for Reasoning subsidiary...