The paper "Parcel Delivery Service Concept for Consumers" is a great example of a marketing research paper. The concept of the marketing mix was coined by Professor Neil over fifty years ago. This concept was developed using the case of manufacturing firms where they were using the concept of product, price, and promotion commonly referred to as 4 Ps for marketing. The same concept can be applied in the service industry to help in service delivery. However due to limitations of this concept, new 4 Ps have been added, and they include: - People Evidence Process an Productivity and Quality. The concept of 8 Ps in the marketing mix has been used majorly as a basis for the service concept.
Ordanini, Parasuraman, and Rubera (2014) in his article introduce this as the aspects that help in providing benefits and value for the customers. In another paper, Arvidsson (2014) describes 8 Ps as integrated service management tools and decision variables that any organization manager faces. Success in service delivery or customer satisfaction arises when a consumer has a positive experience with a brand. Consumers will expect to gain the same level of service if a problem arises (Leppä niemi et al. , 2017).
The occurrence of a single and negative customer service is bound to ruin customer relationships. The customer is likely to shift to another provider. The expectation of the customer towards a product is quite sensitive. The expectation of any reputable brand is an optimal level of value creation. Concept of the marketing mix Process The process can be described as the means and sequence through which operating systems work. Usually, for a successful business, processes are very essential. The poorly functioning process will aggravate both the customer and employees.
Low productivity will result in circumstances where process design is ineffective, and this can even result in service failure (Vargo and Lusch 2014). Physical Evidence It can be described as the tangible elements that the customer will encounter at work. It is the perceptible metaphor that has been used either as a symbol or slogan by the company, in the case of the parcel delivery it is the parcel itself. This is what the customer will identify with (Virvilaitė 2015).
Ambrosio, A., Maddalena, P. and Marrucci, L., 2013. Molecular model for light-driven spiral mass transport in azopolymer films. Physical review letters, 110(14), p.146102.
Arvidsson, N., 2014. Consumer attitudes on mobile payment services–results from a proof of concept test. International Journal of Bank Marketing, 32(2), pp.150-170.
Bengtsson, C. and Vikingson, A., 2015. Exploring and Evaluating the Parcel Locker–A Swedish Consumer Perspective.
Cordon, C., Garcia-Milà, P., Vilarino, T.F. and Caballero, P., 2016. Bikes or Drones to the Consumer: The Logistical Challenge of the Last Mile. In Strategy is Digital (pp. 85-98). Springer International Publishing.
Harrington, T.S. and Srai, J.S., 2016. Designing a ‘concept of operations’ architecture for next-generation multi-organisational service networks. AI & SOCIETY, pp.1-13.
Hayashi, K., Nemoto, T. and Visser, J.J., 2014. E-commerce and City Logistics Solution. City Logistics: Mapping The Future, p.55.
Leppäniemi, M., Jayawardhena, C., Karjaluoto, H. and Harness, D., 2017. Unlocking behaviors of long term service consumers: the role of action inertia. Journal of Service Theory and Practice, 27(1).
Ordanini, A., Parasuraman, A. and Rubera, G., 2014. When the recipe is more important than the ingredients: A qualitative comparative analysis (QCA) of service innovation configurations. Journal of Service Research, 17(2), pp.134-149.
Punel, A. and Stathopoulos, A., 2017. Exploratory Analysis of Crowdsourced Delivery Service Through a Stated Preference Experiment (No. 17-05574).
Singh, M., 2016. Developing A Social Postal Service Concept.
Vargo, S.L. and Lusch, R.F., 2014. Service-dominant logic. What it is not, What it.
Virvilaitė, R., 2015. Development of Marketing Science and Studies in Lithuania. Engineering Economics, 59(4).
Youn, H.B., Park, M. and Choo, S., 2014. Segmentation of Electronic Commerce Delivery Service Based on a Stated Preference Survey. Journal of International Logistics and Trade, 12(2), p.81.