Week - 11 People, Process, Etc

UNIT 4: MARKETING
PRINCIPLES
1
WEEK ELEVEN
LECTURER: N. QUARRIE
N. Quarrie
Learning Outcome Three (3) and Four (4)
2
 LO3 Understand the individual elements of the

extended marketing mix
 L04 Be able to use the marketing mix in different

contexts
N. Quarrie
Objectives
3
 By the end of this lesson you should be able to:

 3.5 analyse the additional elements of the extended
marketing mix
 4.1 plan marketing mixes for two different segments
in consumer markets
N. Quarrie
Overview
4
 As things as times improve and change, so too has

the content and theories behind the operations of the
marketing functions of a business. Modern times
have seem in increased in the number of marketing
mix elements. We will use this lesson to discuss
those additional marketing mix as well as, plan
marketing mixes for two different segments in
consumer markets:
-The shift from the 4Ps to the 7Ps: product-service continuum; concept of the
extended marketing mix; the significance of the soft elements of marketing
(people, physical evidence and process management)
-Consumer markets: fast moving consumer goods; consumer durables;
coordinated marketing mix to achieve objectives
N. Quarrie
Concept of the extended marketing mix
5
 “the original, four-pronged approach to marketing

only catered to just the marketing of a product, a
need developed for the marketing mix to include how
a service would be marketed. The need for a change
came about because services are different from
products in that they are intangible, perishable,
inseparable, and heterogeneous, and as a result,
different strategies need to be considered. These
three new Ps, invented by Booms and Bitner in the
early 80s, were people, physical evidence, and
process, thus completing the extended marketing
mix (Johnson, 2014)”
N. Quarrie
Product-service continuum
6
N. Quarrie
Additional elements of the extended marketing
mix: People
7
 “People – People is one of the elements of service

marketing mix. People define a service. If you have an IT
company, your software engineers define you. If you have
a restaurant, your chef and service staff defines you. If
you are into banking, employees in your branch and their
behavior towards customers defines you. In case of
service marketing, people can make or break an
organization. Thus many companies nowadays are
involved into specially getting their staff trained in
interpersonal skills and customer service with a focus
towards customer satisfaction. In fact many companies
have to undergo accreditation to show that their staff is
better than the rest. Definitely a USP in case of services.
(Bhasin, 2016)”
N. Quarrie
mix: Process
8
 “Process – Service process is the way in which a service

is delivered to the end customer. Lets take the example of
two very good companies – Mcdonalds and Fedex. Both
the companies thrive on their quick service and the
reason they can do that is their confidence on their
processes. On top of it, the demand of these services is
such that they have to deliver optimally without a loss in
quality. Thus the process of a service company in
delivering its product is of utmost importance. It is also a
critical component in the service blueprint, wherein
before establishing the service, the company defines
exactly what should be the process of the service product
reaching the end customer (Bhasin, 2016)”
N. Quarrie
mix: Physical Evidence
9
 “Physical Evidence – The last element in the service

marketing mix is a very important element. As said before,
services are intangible in nature. However, to create a better
customer experience tangible elements are also delivered with
the service. Take an example of a restaurant which has only
chairs and tables and good food, or a restaurant which has
ambient lighting, nice music along with good seating
arrangement and this also serves good food. Which one will
you prefer? The one with the nice ambience. That’s physical
evidence. Several times, physical evidence is used as a
differentiator in service marketing. Imagine a private hospital
and a government hospital. A private hospital will have plush
offices and well dressed staff. Same cannot be said for a
government hospital. Thus physical evidence acts as a
differentiator (Bhasin, 2016)”
N. Quarrie
How to plan marketing mixes for two different
segments in consumer markets
10
 To do this you need to first identify which company

and product/service you will be focusing on
 Then identify two different market segments that

you will be working with. Eg group of male
consumers from rural Jamaica and group of male
consumers from urban Jamaica
N. Quarrie
11
 You could then use to table to

outline/plan/document how you will be using these
marketing mix elements as it relates to the
product/service. Eg:
Rural Male Urban Female
customers Customers.
Price A price of $25 will be The price that will be

charged. There are charges is $20. Price
few competitors. The penetration method was
method to be used is used to do this pricing as
premium pricing. etc there are many existing
similar firms in this area
Place
Product
N. Quarrie
12
During the planning etc of marketing mixes for segments in

consumer markets you must take the following into
consideration.
-fast moving consumer goods;

- consumer durables;
- coordinated marketing mix to achieve objectives
N. Quarrie
Plan marketing mixes for two different segments
in consumer markets
13
Group work: Select a company and product and Plan

marketing mixes for two different segments in
consumer markets.
N. Quarrie
References/Additional Reading List
14
1. Bhasin, H. (2016). Service Marketing Mix - 7Ps of marketing mix. [online]

Marketing91.com. Available at: http://www.marketing91.com/service-
marketing-mix/ [Accessed 24 Nov. 2016].
2. Johnson, M. (2014). Cite a Website - Cite This For Me. [online]

Blog.udemy.com. Available at: https://blog.udemy.com/extended-
marketing-mix/ [Accessed 24 Nov. 2016].
N. Quarrie

Week - 11 People, Process, Etc

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UNIT 4: MARKETING

 LO3 Understand the individual elements of the

 L04 Be able to use the marketing mix in different

 By the end of this lesson you should be able to:

 As things as times improve and change, so too has

 “the original, four-pronged approach to marketing

 “People – People is one of the elements of service

 “Process – Service process is the way in which a service

 “Physical Evidence – The last element in the service

 To do this you need to first identify which company

 Then identify two different market segments that

 You could then use to table to

Price A price of $25 will be The price that will be

During the planning etc of marketing mixes for segments in

-fast moving consumer goods;

Group work: Select a company and product and Plan

1. Bhasin, H. (2016). Service Marketing Mix - 7Ps of marketing mix. [online]

2. Johnson, M. (2014). Cite a Website - Cite This For Me. [online]

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