Service Marketing (Pemasaran Jasa)

Welcome to Service Marketing class! We can start with introducing ourselves so we can know each other a little bit more.

After read Service Marketing Books and my handouts, please each student try to give an example and a short brief of service company and its purpose, function, and social responsibilities!

In a film industry, customer would judge their satisfaction to a movie through rating and review. In your case, would you look up the review and rating of a movie before choosing to watch it? Share your opinion!

Sinar Mas is the brand of a company that operates through 6 business pillars: Pulp and Paper, Agribusiness and Food, Financial Services, Developer and Real Estate, Telecommunication, and Energy and Infrastructure. Those 6 business pillars which much different from one another makes Sinar Mas to ...

As we know, there are numerous 5-star hotels in the neighborhood of Bundaran HI such as Hotel Indonesia Kempinski and Grand Hyatt. If you are able to choose one of those hotel to stay a night in, what would you choose and explain why?

Please read and analyze :

https://jakarta.grand.hyatt....

Many hotel companies in several countries of five continents are deciding to build an underwater hotel that offers panoramic views of the water above. With all the hassle and the cost, why hotel companies still chose to make it?

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The ticket price of a full-service airline like Garuda Indonesia is more expensive than a low-cost carrier like AirAsia. What makes Garuda Indonesia’s ticket costs more?

Changi Airport is known by the title of World’s Best Airport for five consecutive years. The label is valued by fascinating facilities such as cinema, games playroom, beauty loft, duplex store, swimming pool, and plenty of garden. What do you think about those facilities? In your opinion, does ...

There are many distribution company in Indonesia but two of those are JNE and TIKI. Those two company are often locating their merchant near each other. In your opinion, how could they build their service facility close to each other? How are they differing each other?

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One of the most common transportation methods in Indonesia is “ojek”. In the past, this motorbike taxi uses no “taximeter” and charge as they like. Nowadays, Indonesians have Go-Jek that has fixed rates per kilometer. How this type of pricing affecting the company?

Nowadays, e-commerce industry is having a tough competition. One of the techniques to attract customer is to offer free shipping. What effect do you think that company will obtain if they cannot provide free shipping anymore?

Service industries now use celebrities to promote their service. For example, Indonesian singer Raisa is the “face” of new e-commerce, elevenia. Give your opinion whether is possible to choose non-celebrities, for example, politicians, to become brand ambassadors.

Nowadays, we can find customer’s testimonial easily on the internet. Health industries are no exception. Many clinics put their past customers’ testimonials on their website, one of them is Body Clinic Indonesia, a chiropody, diabetes treatment, and weight loss clinic in Jakarta.

In your opinion,...

Airline firms are most likely to conduct reasons of failure analysis to reduce or eliminate the risk of errors. But somehow, there are still numerous delay case in that industry. How could it happen? Share your opinion!

Bluebird is a huge transportation company in Indonesia. this service company has already own an application for booking. But now, Bluebird also join hands with start-up company, Gojek. In your opinion, why would Bluebird cooperate with online transportation company that is younger than itself?

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When we enter a fitness club, we always hear upbeat songs to accompany us doing workouts. If fitness clubs choose to play classical or slow songs, do you think it will be appropriate? and why do you think so?

Ride-hailing app like Grab has requirements regarding the car specifications, one of them is the model of vehicle is 2012 or newer. With this kind of standardization, why customers cannot choose the vehicle for their order? 

(You can read about Grab car specifications in https://www.grab....

The success of airline business is affected by its flight attendants. This makes a lot of requirements to be a flight attendant such as minimum height, ideal weight, prohibition of glasses and hijab, and some else.

In your opinion, are those requirements can be a discrimination of employees’ ...

Google is a company that is not only famous because of its service product but also because of its amazing workspace facilities. There are some cool spots like the bowling, fitness centers, or volleyball field.

Is there a correlation between working environment with the employee performance?  

There are 6 gaps in the Parasuraman gap model, the knowledge gap, the policy gap, the delivery gap, the communication gap, the perception gap, and the service quality gap. 

In the hotel industry, which of the following gaps is most likely to occur and why? (You can look up the Parasuraman model ...

A mystery shopper is someone employed by a company to test the service in shops and businesses by pretending to be a normal customer.

If you are a big restaurant owner, when is the best time to send up a mystery shopper to your restaurant and why you choose that time?

Starbucks baristas always write and call your name when you order, making every cup personalized just for you. In your opinion, is this kind of customization making customers more loyal?