Table of Contents
Dedication 3
Preface 4
Introduction 7
Integrated Service Marketing Communications 9
Defining Target Audience 11
Specifying Service Communication Objectives 13
Strategic Service Communications Objectives
Tactical Service Communications Objectives
Crafting Effective Service Communication Messages 19
Problems of Intangibility
Overcoming the Problems of Intangibility
The Services Marketing Communication Mix 24
Communications Originate from Different Sources
Messages Transmitted through Traditional Marketing Sources
Messages Transmitted Online
Messages Transmitted through Service Delivery Channels
Messages Originating from Outside the Organization
Timing Decision of Services Marketing Communication 54
Budget Decisions and Program Evaluation 55
Ethical and Consumer Privacy Issues in Communications 56
The Role of Corporate Design 59
Integrated Marketing Communications 60
Conclusion 62
Summary 63
Endnotes 69
About the Author 77
Acknowldgments 78