O mercado de idosos tem ganhado cada vez mais expressividade no contexto de consumo contemporâneo. Sendo assim, as empresas de serviços que atendem esse público-alvo devem desenvolver atividades de marketing específicas para alcançar este segmento de consumidores. Este trabalho teve como objetivo identificar quais são as atividades de marketing desenvolvidas e aplicadas por empresas de serviços que têm como público-alvo o mercado de idosos, mais especificamente moradias especializadas em idosos, e verificar se essas empresas seguem as propostas da literatura. Para atingir este objetivo, realizou-se uma profunda revisão da literatura sobre marketing de serviços e o mercado de idosos. Foi realizada, em seguida, uma pesquisa exploratória e qualitativa, que utilizou como método de pesquisa o estudo de casos múltiplos. Para a consolidação da pesquisa empírica, três empresas de serviço que atendem especificamente o público idoso - moradias especializadas - foram estudadas. Analisaram-se as atividades de marketing de serviços desenvolvidas por elas sob a luz da teoria de segmentação, posicionamento e composto de marketing para serviços - produto, processos, pessoas, preço, promoção, praça e evidências físicas. Foi possível concluir que as atividades de marketing de serviços não são elaboradas de forma estruturada, mas sim com base no feeling e na experiência de seus gestores, e que as empresas não possuem um direcionamento competitivo em relação ao desenvolvimento de suas atividades de marketing de serviços. No entanto, percebeu-se que algumas dessas atividades, ainda que desenvolvidas de forma intuitiva, em diversos aspectos corroboram a proposta da literatura. / The elderly market has increasingly gained expression in the context of the contemporary consumer. In consequence, the service companies, which meet the intended target audience, should develop marketing activities in order to reach this segment of consumers. The objective of this study is aimed to identify what the developed and applied marketing activities are by the service companies who possess the elderly market as a target audience, specifically housing specialized for the elderly, and verify if these companies follow the proposals established in the literature. In order to achieve this objective, a profound revision of the literature in regards to marketing services and the elderly market was performed. Subsequently, an exploratory and qualitative survey was completed, which utilized the study of multiple cases as a research method. For the consolidation of the empirical survey, three service companies, which specifically serve the elderly population - specialized housing - were studied. It analyzed the activities of marketing services developed by them in the light of theory of segmentation, positioning and marketing composition for services - product, process, people, price, promotion, place and physical evidence. It was possible to conclude that the activities of marketing services are not elaborated in a structured form, and they follow the feeling and experience of their managers; consequently, the companies do not possess a competitive direction in relation to the development of their activities of marketing services. Nonetheless, it was possible to realize that some of these activities, even developed intuitively, in diverse aspects, corroborate the proposal of the literature.

O setor de serviços no Brasil vem crescendo desde a década de 80 e mostra-se como o setor da economia mais importante em países desenvolvidos. O estudo do marketing de serviços nos Estados Unidos e Europa para esse setor ganhou importância desde então, no entanto estudos realizados por acadêmicos brasileiros ainda são escassos. O objetivo desta dissertação foi estudar o gerenciamento das variáveis de decisão de marketing em serviços de demanda não desejada do ponto de vista conceitual e prático. Para tanto, realizou-se extensa fundamentação teórica sobre o gerenciamento de marketing de serviços, mais especificamente sobre as variáveis de decisão produto, preço, distribuição e comunicação, finalizando essa parte com uma análise critica dos serviços de demanda não desejada. Do ponto de vista prático, realizou-se uma pesquisa de cunho exploratório, utilizando o método do estudo de caso, com o intuito de gerar novas idéias sobre o tema. A pesquisa de campo compreendeu o estudo de duas empresas do setor de seguros, que geraram novas idéias sobre o tema central desta dissertação. As análises obtidas dos casos mostraram que as empresas têm consciência da natureza dos serviços que vendem. Na variável preço não é uma variável de diferenciação, já que os preços são extremamente regulamentados no mercado de seguros. A distribuição é feita de maneira semelhante nas duas organizações estudadas, ou seja, por parceiros de negócio e corretores, que tem o papel de vendas. Treinamentos e campanhas de incentivo absorvem a maior parte dos investimentos das empresas. Por fim, identificou-se que as empresas pesquisadas utilizam elementos de comunicação que ampliam a receptividade do consumidor, além de utilizarem as relações públicas e patrocínios como principais ferramentas de comunicação. / The services industry in Brazil has been growing since the 80´s and is the most important industry in most developed economies. The study of services marketing in the United States and Europe has been becoming increasingly important ever since, however studies by Brazilian researchers are still scarce. The aim of this dissertation is to study the management of decision variables in marketing for negative demand services, both in a conceptual and practical perspective. With that purpose in mind, an extensive theoretical review about services marketing management was carried out, focusing particularly on decision variables related to price, product, distribution and communication and concluding with a critical analysis of negative demand services. From a practical perspective, an exploratory research using case studies was done. Thus, the field research comprised the study of two insurance companies and resulted in fresh ideas on the central subject of this dissertation. The resulting case analyses have shown that both studied companies are aware of the nature of the services they sell. The price variable is not a differentiation variable, since prices in the insurance industry are subjected to regulations. Distribution is similar on both companies and is executed by business partners and brokers that have in fact the sales role. In-house sales training and reward campaigns account for the majority of the investment expenses of the companies. Finally, it was evidenced that the studied companies use communication elements that increase consumers´ receptiveness to their products and employ public relations and sponsorships as their main communication tools.

Este estudo analisa a prática de segmentação, diferenciação e posicionamento de organizações de serviços, do ramo de agências de comunicação, do Estado de Santa Catarina. Os objetivos específicos do trabalho foram: identificar as estratégias recomendadas de segmentação, diferenciação e posicionamento por autores, pesquisadores e especialistas em marketing para as organizações de serviços; identificar a prática de segmentação, diferenciação e posicionamento de agências de comunicação; apontar ações de melhorias para a prática de segmentação, diferenciação e posicionamento das agências de comunicação estudadas. A coleta de dados primários foi realizada através de pesquisa tipo exploratória, de natureza qualitativa e de abordagem direta. O método de coleta usado foi entrevista pessoal, individual, de interação face-a-face, em profundidade, no ambiente natural do entrevistado e aplicada de forma fracionada. O instrumento de coleta utilizado foi roteiro de entrevista semi-estruturado, com perguntas abertas, específicas e de mensuração nominal e ordinal. A amostra foi constituída por oito das principais agências de comunicação do estado, selecionadas pelo método não probabilístico e por julgamento. Os resultados mostram que a maioria das agências de comunicação estudadas aplica estratégias de segmentação de mercado, diferenciação competitiva e posicionamento de marca ou serviços, mas carece de métodos e técnicas mais planejados, estruturados, deliberados e formalizados e de esforço maior na implementação dessas estratégias, para a obtenção de melhorias no desempenho do marketing da organização. / This study analyzes the practice of segmentation, differentiation and positioning of service organizations as they are currently used by communication agencies of the State of Santa Catarina. The specific objectives were to identify the recommended strategies of segmentation, differentiation and positioning by the authors, researchers and specialists in marketing for services organizations; to identify the practice of segmentation, differentiation and positioning of communication agencies; to indicate the means of improving practice of segmentation, differentiation and positioning for the communication agencies studied. The primary data collection was executed applying the exploratory research technique of a qualitative nature and using a direct approach. The method of collecting data employed was that of an in-depth, individual, personal interview, using face-to-face interaction, in the working environment of the interviewee and applied in a protracted way. The instrument for collecting the data employed was a semi-structured interview script, with open questions, specific questions and nominal and ordinal measurement. The sample was composed of eight of the most important communication agencies of the state, selected via the non-probabilistic method and by judgment. The results show that the majority of the communication agencies studied apply strategies of market segmentation, competitive differentiation and brand positioning. However, they lack more structured methods and techniques which are better planned, conceived and formalized, as well as a greater effort in implementing these strategies, in order for the marketing department of the organization to perform more efficiently.

by Lok Hing-Wah. / "Confidential for a period of 5 years." / Thesis (M.B.A.)--Chinese University of Hong Kong, 1992. / Includes bibliographical references (leaves 61-62). / ABSTRACT --- p.ii / TABLE OF --- p.iv / LIST OF TABLES --- p.vi / ACKNOWLEDGEMENTS --- p.vii / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / Need for Marketing of Legal Services --- p.1 / Chapter II. --- PESIDENTIAL PROPERTY MARKET ANALYSIS --- p.5 / Overview --- p.5 / Change in Family Structure --- p.7 / Purchase Price Vs Rental --- p.8 / Income --- p.10 / Affordability --- p.11 / Conclusion --- p.13 / Chapter III. --- TYPICAL CONVEYANCING PROCESS --- p.14 / First Sale by Property Developers --- p.14 / Subsequent Sale by Individual Owners --- p.19 / Brief Comparison of the 2 Kinds of Conveyancing Process --- p.23 / Chapter IV. --- ESTATE AGENTS AND BANKS AS REFERRAL SOURCES --- p.25 / Important Role of Estate Agents --- p.25 / Vertical Integration Unethical --- p.29 / Important Role of Banks --- p.29 / Conclusion --- p.33 / Chapter V. --- CONSTRAINTS ON MARKETING OF CONVEYANCING SERVICES --- p.34 / Constraints on Product --- p.34 / Constraints on Price --- p.38 / Constraints on Place --- p.40 / Constraints on Promotion --- p.41 / Chapter VI. --- preliminary research on advertising of CONVEYANCING services --- p.44 / Introduction --- p.44 / Research Objective --- p.44 / Methodology --- p.44 / Research Findings --- p.45 / Conclusion --- p.46 / Chapter VII. --- RELATIONSHIP MANAGEMENT --- p.47 / Objective --- p.47 / Managerial Implications --- p.48 / Chapter VIII. --- conclusions and recommendatins --- p.49 / Summary --- p.49 / Limitations of Present Study --- p.51 / Implications for Future Research --- p.51 / Chapter APPENDIX 1 : --- Typical Provisional Contract of Units in an uncompleted residential development --- p.53 / Chapter APPENDIX 2 : --- "Scale Legal Fee for Sale and Purchase Agreement, Assignment and Mortgage" --- p.54 / Chapter APPENDIX 3 : --- Typical provisional Sale and Purchase Agreement for Sale of Property by an Individual Owner --- p.55 / Chapter APPENDIX 4 : --- Table of Stamp Duty --- p.56 / Chapter APPENDIX 5 : --- Solicitors' Practice Promotion Code --- p.57 / Chapter APPENDIX 6 : --- Chinese Advertisement for Conveyancing Services and its English Translation --- p.60 / BIBLIOGRAPHY --- p.61 / FOOTNOTES --- p.63

As a significant distribution of ambient music and the emergence of companies offering the environmental-musicalization service could be noted, this thesis aimed at investigating the roles of music in service environments. Herein, it was presented the evolution and application of music in marketing and services marketing researches in order to contextualize the state of art of the literature, such that the functionalities of music could afterwards be identified and categorized into roles. Moreover, the study discussed the market practices related to the utilization of music in service places and had these practices compared to the literature. It is important to mention that in this thesis, the service environments were found to be the restaurants and clothing stores, once the participants of the study brought cases and examples related to these contexts. Also, it is relevant to say that the thesis was conducted from the qualitative methodological approach and its design was based on the content analysis analytical approach. By this, a systematic review of the literature was conducted in the way the selection of music-in-marketing scholars followed some criteria and the thesis\' analytical goal of operationalizing the functionalities of music in service places could be justified. The field phase of the thesis\' content analysis was characterized by the in-depth interviews with marketing specialists that had been being dealing with the environmental music in service places and the operational observations in some musicalization providers and clients. Hence, three main roles could be identified to categorize the functionalities of music brought by the interviews and observations: the role of being a commodity, the role of being a sound, and the role of being inspirational. As a theoretical implication, it can be highlighted the influence of music on the service environment\' employees and vice-versa. As a practical implication, it was suggested to the musicalization providers and clients to target the consumer outcomes other than the stay duration. / Como pode ser notado um significativo valor financeiro relacionado à distribuição de música ambiente além do surgimento de empresas oferecendo musicalização ambiental, esta dissertação objetivou investigar os papéis da música em ambientes de serviços. Assim, foram apresentadas a evolução e as aplicações da música nas pesquisas de marketing e de marketing de serviços a fim de contextualizar o estado da arte da literatura, de maneira que as funcionalidades da música pudessem ser posteriormente categorizadas em papéis. Além disso, o estudo discute as funcionalidades da música praticadas no mercado e as compara com as apontadas pela teoria. Vale notar que, para esta dissertação, os ambientes de serviços foram operacionalizados como sendo restaurantes e lojas de roupas, haja vista que os participantes deste estudo trouxeram casos e exemplos relacionados a esses contextos. Também se faz necessário mencionar que esta dissertação trata-se de um estudo qualitativo sob o design da abordagem analítica de análise de conteúdo. Por meio dessas abordagens, foi realizada uma revisão sistemática a fim de selecionar autores e estudos relevantes para a dissertação, e, consequentemente, justificar o objetivo analítico de operacionalizar as funcionalidades da música nos ambientes de serviços. A fase de campo da análise de conteúdo desta dissertação foi caracterizada por meio das entrevistas em profundidade realizadas com especialistas de marketing que vinham lidando com a musicalização de ambientes de serviços, e por meio das observações operacionais conduzidas com algumas provedoras de ambientação musical bem como com alguns de seus espaços clientes. Logo, três papéis puderam ser identificados na categorização das funcionalidades musicais apontadas pelas pesquisas de campo: o papel de ser uma commodity, o papel de ser um som, e o papel inspirador. Portanto, a influência da música nos funcionários de um ambiente de serviço e vice-versa é apontada como uma implicação teórica. Nas implicações práticas, é sugerido de os provedores e clientes de musicalização ambiental focarem em reações de consumidores além do tempo de permanência nos ambientes de serviços.

O elevado nível de competição e a turbulência também passaram a ser a realidade em mercados que tradicionalmente eram mais tranquilos no Brasil. É o caso de mercados como o de farmácias e drogarias, o de petshops e cuidados animais, o da beleza e estética, assim como o do turismo e hospitalidade. Este último tem apresentado considerável expressividade na economia do país; em 2016, o setor foi responsável por 3,2% do PIB (equivalente a R$ 175 milhões) e gerou 2,5 milhões de empregos (aproximadamente 3% das vagas formais no país). No Brasil, em 2015, segundo o Ministério do Turismo, mais de 18 mil agências estavam registradas - juntas empregavam mais do que a indústria automobilística: 35 mil empregos diretos e mais de 100 mil empregos indiretos. Contudo, apesar de seu crescimento e do acirramento da concorrência causada por fatores como a globalização e a internet, a profissionalização do setor não ocorreu na mesma velocidade, levando agências tradicionais a encerrarem suas atividades. Recentemente, a internet alterou consideravelmente a forma de distribuição de produtos turísticos. A rede mundial de computadores também potencializou a criação de novos destinos, aumentou o conhecimento e o poder do consumidor e deixou muitas empresas de turismo perdidas. Diversos autores destacam ainda que o comportamento do consumidor mudou. Não apenas em função de seu conhecimento e acesso a informações e fornecedores, mas em termos de exigência de atendimento, planejamento prévio, sensibilidade a preços e expectativa quanto ao padrão de qualidade dos serviços entregues pelos fornecedores. Neste contexto, definiu-se o problema de pesquisa do presente estudo: quais são as atividades de marketing praticadas pelas agências de viagens (operadoras ou não) no Brasil e como elas são desenvolvidas e aplicadas à luz da teoria? Por meio de uma pesquisa exploratória, de cunho qualitativa, foram identificados os principais players do setor (agências de luxo, de massa, online e de menor porte). Após 2 pré-testes, foram desenvolvidas 15 entrevistas: 13 com agências e 2 com profissionais especialistas no setor. O conteúdo das entrevistas foi então transcrito e analisado por meio de uma abordagem mais flexível, mas com categorias pré-determinadas. As categorias são justamente os itens explorados no referencial teórico, destacando-se as atividades de marketing: o mercado de turismo no Brasil e as entidades, as atividades relativas à segmentação e ao posicionamento, ao planejamento, a decisões de produto, de preço, de praça e de promoção, bem como sobre a captação e retenção de clientes, ao papel das pessoas, dos processos e das evidências físicas, e à utilização da tecnologia. Identificou-se que o setor tem passado por um processo de profissionalização, mas ainda há margem para o aprimoramento da maior parte das atividades de marketing. De modo geral, as agências sentem muita dificuldade em precificar seus produtos, ainda não desenvolveram estratégias para lidar com a realidade de multicanais, utilizam pouco o potencial da comunicação de marketing e não possuem programas de relacionamento com seus clientes. Com isso, parte do setor funciona com base em uma concorrência de preços, motivo pelo qual a internet tem crescido como canal de distribuição (seja por meio da venda direta ou pelo crescimento das OTAs). / The high level of competition recently became reality in markets that traditionally were less turbulent in Brazil. This is the case of markets such as drugstores, petshops and animal care, beauty and aesthetics, as well as tourism and hospitality. The latter has shown considerable expressiveness in the country\'s economy; in 2016, the sector accounted for 3.2% of the GDP (equivalent to R$ 175 million) and generated 2.5 million jobs (approximately 3% of the formal vacancies in the country). In Brazil, in 2015, according to the Ministry of Tourism, more than 18,000 travel agencies were registered - together they employed more than the automobile industry: 35,000 direct jobs and more than 100,000 indirect jobs. However, despite its growth and increased competition caused by factors such as globalization and the internet, the professionalization of the sector did not occur at the same speed, leading traditional agencies to end their activities. Recently, the internet has changed considerably the form of distribution of tourism products. It has also potentiated the creation of new destinations, increased consumer knowledge and bargaining power, and left many tourism companies lost. Several authors also point out that consumer behavior has changed. Not only due to their knowledge and access to information and suppliers, but in terms of service requirement, prior planning, price sensitivity and expectation regarding the quality standard of services delivered by suppliers. In this context, the research problem of the present study was defined: what are the marketing activities practiced by travel agencies (operators or not) in Brazil and how are they developed and applied in the light of the theory? Through an exploratory research, with a qualitative approach, the main players of the sector (luxury, mass, online and smaller agencies) were identified. After 2 pre-tests, 15 interviews were developed: 13 with agencies and 2 with professionals specialized in the sector. The content of the interviews was then transcribed and analyzed through a more flexible approach, with pre-determined categories. The categories are precisely the items explored in the theoretical referential, highlighting the marketing activities: the tourism market in Brazil and its entities, activities related to segmentation and positioning, planning, product decisions, price, place and promotion, as well as on the acquisition and retention of customers, the role of people, processes and physical evidence, and the use of technology. It was identified that the sector has undergone a process of professionalization, but there is still room for improvement of most marketing activities. Agencies generally find it difficult to price their products, have not yet developed strategies to deal with a multichannel reality, use little of the potential of marketing communication, and do not have customer relationship programs. As a result, part of the industry operates on the basis of price competition, which is why the internet has grown as a distribution channel (whether through direct sales or the growth of OTAs).

O elevado nível de competição e a turbulência também passaram a ser a realidade em mercados que tradicionalmente eram mais tranquilos no Brasil. É o caso de mercados como o de farmácias e drogarias, o de petshops e cuidados animais, o da beleza e estética, assim como o do turismo e hospitalidade. Este último tem apresentado considerável expressividade na economia do país; em 2016, o setor foi responsável por 3,2% do PIB (equivalente a R$ 175 milhões) e gerou 2,5 milhões de empregos (aproximadamente 3% das vagas formais no país). No Brasil, em 2015, segundo o Ministério do Turismo, mais de 18 mil agências estavam registradas - juntas empregavam mais do que a indústria automobilística: 35 mil empregos diretos e mais de 100 mil empregos indiretos. Contudo, apesar de seu crescimento e do acirramento da concorrência causada por fatores como a globalização e a internet, a profissionalização do setor não ocorreu na mesma velocidade, levando agências tradicionais a encerrarem suas atividades. Recentemente, a internet alterou consideravelmente a forma de distribuição de produtos turísticos. A rede mundial de computadores também potencializou a criação de novos destinos, aumentou o conhecimento e o poder do consumidor e deixou muitas empresas de turismo perdidas. Diversos autores destacam ainda que o comportamento do consumidor mudou. Não apenas em função de seu conhecimento e acesso a informações e fornecedores, mas em termos de exigência de atendimento, planejamento prévio, sensibilidade a preços e expectativa quanto ao padrão de qualidade dos serviços entregues pelos fornecedores. Neste contexto, definiu-se o problema de pesquisa do presente estudo: quais são as atividades de marketing praticadas pelas agências de viagens (operadoras ou não) no Brasil e como elas são desenvolvidas e aplicadas à luz da teoria? Por meio de uma pesquisa exploratória, de cunho qualitativa, foram identificados os principais players do setor (agências de luxo, de massa, online e de menor porte). Após 2 pré-testes, foram desenvolvidas 15 entrevistas: 13 com agências e 2 com profissionais especialistas no setor. O conteúdo das entrevistas foi então transcrito e analisado por meio de uma abordagem mais flexível, mas com categorias pré-determinadas. As categorias são justamente os itens explorados no referencial teórico, destacando-se as atividades de marketing: o mercado de turismo no Brasil e as entidades, as atividades relativas à segmentação e ao posicionamento, ao planejamento, a decisões de produto, de preço, de praça e de promoção, bem como sobre a captação e retenção de clientes, ao papel das pessoas, dos processos e das evidências físicas, e à utilização da tecnologia. Identificou-se que o setor tem passado por um processo de profissionalização, mas ainda há margem para o aprimoramento da maior parte das atividades de marketing. De modo geral, as agências sentem muita dificuldade em precificar seus produtos, ainda não desenvolveram estratégias para lidar com a realidade de multicanais, utilizam pouco o potencial da comunicação de marketing e não possuem programas de relacionamento com seus clientes. Com isso, parte do setor funciona com base em uma concorrência de preços, motivo pelo qual a internet tem crescido como canal de distribuição (seja por meio da venda direta ou pelo crescimento das OTAs). / The high level of competition recently became reality in markets that traditionally were less turbulent in Brazil. This is the case of markets such as drugstores, petshops and animal care, beauty and aesthetics, as well as tourism and hospitality. The latter has shown considerable expressiveness in the country\'s economy; in 2016, the sector accounted for 3.2% of the GDP (equivalent to R$ 175 million) and generated 2.5 million jobs (approximately 3% of the formal vacancies in the country). In Brazil, in 2015, according to the Ministry of Tourism, more than 18,000 travel agencies were registered - together they employed more than the automobile industry: 35,000 direct jobs and more than 100,000 indirect jobs. However, despite its growth and increased competition caused by factors such as globalization and the internet, the professionalization of the sector did not occur at the same speed, leading traditional agencies to end their activities. Recently, the internet has changed considerably the form of distribution of tourism products. It has also potentiated the creation of new destinations, increased consumer knowledge and bargaining power, and left many tourism companies lost. Several authors also point out that consumer behavior has changed. Not only due to their knowledge and access to information and suppliers, but in terms of service requirement, prior planning, price sensitivity and expectation regarding the quality standard of services delivered by suppliers. In this context, the research problem of the present study was defined: what are the marketing activities practiced by travel agencies (operators or not) in Brazil and how are they developed and applied in the light of the theory? Through an exploratory research, with a qualitative approach, the main players of the sector (luxury, mass, online and smaller agencies) were identified. After 2 pre-tests, 15 interviews were developed: 13 with agencies and 2 with professionals specialized in the sector. The content of the interviews was then transcribed and analyzed through a more flexible approach, with pre-determined categories. The categories are precisely the items explored in the theoretical referential, highlighting the marketing activities: the tourism market in Brazil and its entities, activities related to segmentation and positioning, planning, product decisions, price, place and promotion, as well as on the acquisition and retention of customers, the role of people, processes and physical evidence, and the use of technology. It was identified that the sector has undergone a process of professionalization, but there is still room for improvement of most marketing activities. Agencies generally find it difficult to price their products, have not yet developed strategies to deal with a multichannel reality, use little of the potential of marketing communication, and do not have customer relationship programs. As a result, part of the industry operates on the basis of price competition, which is why the internet has grown as a distribution channel (whether through direct sales or the growth of OTAs).

Abstract The purpose of this thesis is to undertake theory development and testing particular to re-purchase intention in an experiential service context, specifically the cultural performing arts. Services researchers suggest implementing a multi-disciplinary approach to research that uses theories and methods from several of the management fields will advance the domain of services research. This thesis aims to contribute to the field of service research by drawing from methods and theories offered in both service operations and services marketing fields. To date, service research has been preoccupied primarily with consumer behaviour aspects of services marketing such as satisfaction but underestimates the importance of constructs such as re-purchase intention and the subsequent implications for strategy formulation and implementation. Further to this, the current approach to services research has overlooked the nexus between marketing and operations and the importance of the implementation of strategy to achieve objectives. It is argued that failing to integrate service operations both practically and theoretically into the re-purchase intentions research framework confines its potential effectiveness. In addition, the lack of specific service context application has been identified as a significant oversight in previous services research. Construct measurements and findings have been difficult to replicate across contexts and contextual examination of constructs and relationships has been suggested as a solution. One such context deserving of attention is that of the experiential services, specifically the performing arts. Therefore, using measures and theories developed specifically for this context, this thesis will offer a more comprehensive approach to re-purchase intention research in a performing arts setting. This thesis adopts a mixed method approach by implementing a series of three integrated studies, which amalgamates both operations and marketing fields. This thesis aims to identify the aspects of a performing arts encounter that are relevant to the customer by conducting a two-staged set of qualitative interviews. This process is based on the operations technique Service Transaction Analysis (STA). First, consultant consumers and organisational personnel were used to formulate a consensus definition of a typical performing arts experience and, second, 26 in-depth interviews were conducted with potential future consumers of the performing arts based on this description of the offering. These two studies, coupled with extant literature, informed the research instrument designed for the main survey. This instrument was conducted on 273 potential future consumers of the performing arts. Qualitative work undertaken in Study 1 identifies the service experience description. Study 2 highlights the service management and marketing issues relating to re-purchase intention especially focusing on value, customer satisfaction, show experience and service quality and discloses a set of specific issues incorporated into the wording of the survey instrument. Study 3 measures and tests the key constructs of service quality, show experience, value, satisfaction and the significance of the hypothesised pathways to re-purchase intention. The proposed model is then analysed using the AMOS 5.0 Structural Equation Modelling package. This thesis is structured in the journal paper format with each of the chapters representing each of the five journal papers. In addition, an introductory and concluding chapter are appended with the concluding chapter providing an in-depth discussion of the contributions of this thesis. The papers are based on the progressive results of the research program and offer an integrated set of findings and discussions. The papers are not mutually exclusive but interrelated to comprehensively illuminate the central research theme of the thesis and discuss many aspects of marketing and operations significant to re-purchase intention. The entire thesis is drawn from the data set generated from the three integrated studies developed to address the overall research theme. The central research theme is to investigate the nature of re-purchase intention in an experiential setting using marketing and operations theories as platforms of analysis. Interestingly, the tested model of this thesis found empirically that the subjective and experiential aspects of the service, such as the emotional and artistic quality of the show, did not have a significant and direct relationship with re-purchase intention. This finding is of interest, in particular, to scholars of experiential consumption and marketing practitioners offering these types of services. Previous research has supported the desire to fulfil experiential needs as driving the initial purchase. Conversely, this finding suggests that the desire to visit again is driven by utility and value. As customer maintenance and repeat patronage are of utmost importance to practice, this is an exciting development. Offering further support, the tested model found service quality and show experience were mediated by value to satisfaction, with satisfaction inturn mediating the relationship between value and re-purchase intention. Collectively, these findings have lead to several developments and contributions for both scholarship and practice. The contributions to knowledge of this thesis highlight five main theoretical contributions and four main managerial implications. These encompass: · Advancing the ‘service management trinity’, specifically strengthening the importance of the relationship between service marketing and service operations. · Advancing service management theory by understanding the service offering more intricately and the importance of service description. · Clarifying the roles of experiential and utilitarian attributes of the service experience in an experiential setting extending knowledge related to re-purchase intention. · Particularizing and measuring the construct of re-purchase intention to the performing arts and clarifying the predictors of this construct in the context of experiential performing arts. . · Testing and clarifying the relationships of value and satisfaction to re-purchase intention extending the understanding of re-purchase intention in this field and elaborating the approach and understanding of this construct for future research. This thesis further contributes to knowledge by offering several managerial contributions. These incorporate: · Market segmentation and targeting strategies as critical for performing arts management. · Operations service design and creation strategies in the performing arts by including important aspects of the service experience as highlighted by customer driven research. · Specific recommendation for streamlining delivery through standardised mass customisation. · Offering value frameworks for creating value in service delivery and targeting customer perceptions of superior value. This extending the understanding of the customer perceived value equation. By contributing to the field of service management and advancing enquiry in the field of services marketing and service operations, this thesis offers a new perspective and practical approach to service marketing context analysis making a valuable contribution to scholarship. This approach is based on improving organisational performance in experiential services specifically by applying operations and marketing theory from a customer-perspective. By doing this, findings inform organisations of ways to better meet the needs and wants of consumers through design, delivery and marketing. Moreover, the findings assist researchers in further advancing the field of services research. This research positions the future research program to focus on continuing the advancement of service management by examining the higher order constructs of service quality and show experience and examining the impact of additional customer motivations such as emotional goal attainment and involvement in experiential settings.

Abstract The purpose of this thesis is to undertake theory development and testing particular to re-purchase intention in an experiential service context, specifically the cultural performing arts. Services researchers suggest implementing a multi-disciplinary approach to research that uses theories and methods from several of the management fields will advance the domain of services research. This thesis aims to contribute to the field of service research by drawing from methods and theories offered in both service operations and services marketing fields. To date, service research has been preoccupied primarily with consumer behaviour aspects of services marketing such as satisfaction but underestimates the importance of constructs such as re-purchase intention and the subsequent implications for strategy formulation and implementation. Further to this, the current approach to services research has overlooked the nexus between marketing and operations and the importance of the implementation of strategy to achieve objectives. It is argued that failing to integrate service operations both practically and theoretically into the re-purchase intentions research framework confines its potential effectiveness. In addition, the lack of specific service context application has been identified as a significant oversight in previous services research. Construct measurements and findings have been difficult to replicate across contexts and contextual examination of constructs and relationships has been suggested as a solution. One such context deserving of attention is that of the experiential services, specifically the performing arts. Therefore, using measures and theories developed specifically for this context, this thesis will offer a more comprehensive approach to re-purchase intention research in a performing arts setting. This thesis adopts a mixed method approach by implementing a series of three integrated studies, which amalgamates both operations and marketing fields. This thesis aims to identify the aspects of a performing arts encounter that are relevant to the customer by conducting a two-staged set of qualitative interviews. This process is based on the operations technique Service Transaction Analysis (STA). First, consultant consumers and organisational personnel were used to formulate a consensus definition of a typical performing arts experience and, second, 26 in-depth interviews were conducted with potential future consumers of the performing arts based on this description of the offering. These two studies, coupled with extant literature, informed the research instrument designed for the main survey. This instrument was conducted on 273 potential future consumers of the performing arts. Qualitative work undertaken in Study 1 identifies the service experience description. Study 2 highlights the service management and marketing issues relating to re-purchase intention especially focusing on value, customer satisfaction, show experience and service quality and discloses a set of specific issues incorporated into the wording of the survey instrument. Study 3 measures and tests the key constructs of service quality, show experience, value, satisfaction and the significance of the hypothesised pathways to re-purchase intention. The proposed model is then analysed using the AMOS 5.0 Structural Equation Modelling package. This thesis is structured in the journal paper format with each of the chapters representing each of the five journal papers. In addition, an introductory and concluding chapter are appended with the concluding chapter providing an in-depth discussion of the contributions of this thesis. The papers are based on the progressive results of the research program and offer an integrated set of findings and discussions. The papers are not mutually exclusive but interrelated to comprehensively illuminate the central research theme of the thesis and discuss many aspects of marketing and operations significant to re-purchase intention. The entire thesis is drawn from the data set generated from the three integrated studies developed to address the overall research theme. The central research theme is to investigate the nature of re-purchase intention in an experiential setting using marketing and operations theories as platforms of analysis. Interestingly, the tested model of this thesis found empirically that the subjective and experiential aspects of the service, such as the emotional and artistic quality of the show, did not have a significant and direct relationship with re-purchase intention. This finding is of interest, in particular, to scholars of experiential consumption and marketing practitioners offering these types of services. Previous research has supported the desire to fulfil experiential needs as driving the initial purchase. Conversely, this finding suggests that the desire to visit again is driven by utility and value. As customer maintenance and repeat patronage are of utmost importance to practice, this is an exciting development. Offering further support, the tested model found service quality and show experience were mediated by value to satisfaction, with satisfaction inturn mediating the relationship between value and re-purchase intention. Collectively, these findings have lead to several developments and contributions for both scholarship and practice. The contributions to knowledge of this thesis highlight five main theoretical contributions and four main managerial implications. These encompass: · Advancing the ‘service management trinity’, specifically strengthening the importance of the relationship between service marketing and service operations. · Advancing service management theory by understanding the service offering more intricately and the importance of service description. · Clarifying the roles of experiential and utilitarian attributes of the service experience in an experiential setting extending knowledge related to re-purchase intention. · Particularizing and measuring the construct of re-purchase intention to the performing arts and clarifying the predictors of this construct in the context of experiential performing arts. . · Testing and clarifying the relationships of value and satisfaction to re-purchase intention extending the understanding of re-purchase intention in this field and elaborating the approach and understanding of this construct for future research. This thesis further contributes to knowledge by offering several managerial contributions. These incorporate: · Market segmentation and targeting strategies as critical for performing arts management. · Operations service design and creation strategies in the performing arts by including important aspects of the service experience as highlighted by customer driven research. · Specific recommendation for streamlining delivery through standardised mass customisation. · Offering value frameworks for creating value in service delivery and targeting customer perceptions of superior value. This extending the understanding of the customer perceived value equation. By contributing to the field of service management and advancing enquiry in the field of services marketing and service operations, this thesis offers a new perspective and practical approach to service marketing context analysis making a valuable contribution to scholarship. This approach is based on improving organisational performance in experiential services specifically by applying operations and marketing theory from a customer-perspective. By doing this, findings inform organisations of ways to better meet the needs and wants of consumers through design, delivery and marketing. Moreover, the findings assist researchers in further advancing the field of services research. This research positions the future research program to focus on continuing the advancement of service management by examining the higher order constructs of service quality and show experience and examining the impact of additional customer motivations such as emotional goal attainment and involvement in experiential settings.

<p><strong>Datum:</strong> 2010-03-22</p><p><strong>Nivå: </strong>Kandidatuppsats i företagsekonomi, 15 hp</p><p><strong>Författare:</strong> Kristina Flintull, Malin Severin</p><p><strong>Handledare:</strong> Nazeem Seyed-Mohamed</p><p><strong>Titel:</strong> Katt och hund ska bli vår kund! En studie om Cura apotekets ambition att bli husdjursägarnas favoritapotek.</p><p><strong>Syfte:</strong> Med Cura apoteket som uppdragsgivare syftar studien till att undersöka vilka kvaliteter företaget bör framhäva i sin marknadsföring för att bearbeta och bli ICA Maxi:s kundsegment husdjursägares favoritapotek. Studien utreder även huruvida åsikterna om kvaliteter skiljer sig inom segmentet; mellan katt- och hundägare samt mellan män och kvinnor.</p><p><strong>Metod:</strong> Utifrån en kvalitativ intervju med Cura apotekets chef för inköp och sortiment presenteras teorier kring <em>The Services Marketing Mix</em> samt kundlojalitet. Med denna bakgrund genomfördes en kvantitativ enkätundersökning med 208 ICA Maxikunder med hund- eller katt. Telefonintervjuer med åtta deltagare från enkätundersökningen utfördes för att erhålla ett ytterligare kvalitativt perspektiv.</p><p><strong>Slutsats:</strong> Inga betydande skillnader mellan män och kvinnors åsikter inom segmentet husdjursägare kan utläsas. Olika åsikter förekommer däremot mellan hund- och kattägare inom kundsegmentet, där hundägare är mest positiva till de kvaliteter Cura apoteket kommer att kunna erbjuda. Cura apoteket bör därför rikta sin marknadsföring främst mot ICA Maxi:s hundägare och framhäva personalens kunskap, ett brett produktsortiment, lönsamma kunderbjudanden samt utökad tillgänglighet genom lojalitetsskapande aktiviteter.</p> / <p><strong>Date:</strong> 2010-03-22<strong> </strong></p><p><strong>Level:</strong> Bachelor Thesis in Business Administration, 15 credits</p><p><strong>Authors:</strong> Kristina Flintull, Malin Severin</p><p><strong>Advisor:</strong> Nazeem Seyed-Mohamed</p><p><strong>Title: </strong>We aim higher with your pet as our buyer! A study about the Cura pharmacy’s ambition to be pet owners’ favourite pharmacy.</p><p><strong>Purpose: </strong>The aim of this thesis is to study what qualities the Cura pharmacy should focus on in its marketing to become ICA Maxi’s segment pet owners’ favourite pharmacy. The study analyses differences in opinions about qualities within the segment; between cat- and dog owners as well as men and women.</p><p><strong>Methodology: </strong>Based on a qualitative interview with the Cura pharmacy’s head of purchase and assortment, the theories of The Services Marketing Mix and Customer Loyalty are presented. A quantitative survey was conducted with 208 cat or dog owners who do their shopping at ICA Maxi. Phone interviews were then made with eight participants from the survey to obtain further qualitative perspectives.</p><p><strong>Conclusion: </strong>No differences regarding opinions between men and women can be observed. Cat and dog owners have different views though, where dog owners are more positive to the qualities the Cura pharmacy will be able to offer. Therefore, the Cura pharmacy should focus their marketing mostly on ICA Maxi’s dog owners. The company should bring forward the knowledge of their pharmacists, their wide range of products, beneficial customer offers and extended availability, all through loyalty creating activities.</p>