Services and Service Marketing

Services:

The Majority of the augmentation of a product comes in the services it provides. A product without service is a product without a soul, you use it and throw it once its consumption is done. However when a service accompanies a product it gives you an experience to remember if it is fullfillig your requirements.


Surf Excel is a pure tangible good. It doesn't offer any services with the product. This comes under the 'HIGH IN SEARCH QUALITIES' category.
Once thing to take into account is that the Surf Excel facebook page: http://www.surfexcel.in/terms-and-conditions-lend-a-helping-hand/ does provide various solutions for consumers to go about having a fun filled experience while they do their laundry.

It is observed that doing laundry is one of the most tedious task and people find it very tedious and boring, however what people do love are their clothes. Each piece of cloth has a story behind it and one can do their best to preserve it and keep it as good as new.

To achieve these objectives, Surf Excel lends a helping hand to its consumers. The following services help consumers in preparing themselves for the cleaning process of their valued possessions:

1. How to do laundry

2. Wasing Machine advice









3. Parental Advice

GAP Analysis Model:






GAP 1: Does not exist since Surf Excel Easy Wash is stronger in cleaning and reduces the washing time considerably.

GAP 2: This is the gap between service delivery and the perceived service. The detergent is available at majority of the outlets and hence gap 2 doen't exist.

GAP 3: It may so happen that consumers are not satisfied with the quality for they prefer another detergent, Then, this gap will exist.

GAP 4: The "Daag ache hai campaign" is effectively used in promoting its product by HUL. This is the external communication component.

GAP 5: Consumer expectations are constantly monitored and the best research is done to provide quality outputs.