Abstract
Looks at the author's research among several companies in Sweden and Finland with regard to market‐orientation of service as against physical goods. Found the main difference between them was the difficulty of developing a concrete, tangible service offering. Points out that many experts believe service marketing must differ from goods marketing, but, nevertheless, no radical effort to develop a marketing theory, or ever some marketing concepts, for service firms aiming at solving their problems, seems to have been made — service industry companies deserve a better deal. Discusses this related matter and suggests marketing mix planning to support a hypothetical framework. Investigates, in depth, service industries and their characteristics and weaknesses, accessibility, human resources, auxiliary services and intra‐corporate elements. Presents two case studies — one inclusive tours marketing and the other barber's shop marketing. Concludes that concepts and models for marketing mix planning do not seem applicable in service industries — but further research is required — such as a consumer study.
Keywords
MarketingBusinessMarketing mixMarketing managementMarketing researchService (business)Services marketingReturn on marketing investmentMarketing strategyBusiness marketingService guaranteeDigital marketingService designService provider
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Publication Info
- Year
- 1978
- Type
- article
- Volume
- 12
- Issue
- 8
- Pages
- 588-601
- Citations
- 543
- Access
- Closed
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Cite This
Christian Grönroos
(1978).
A Service‐Orientated Approach to Marketing of Services.
European Journal of Marketing
, 12
(8)
, 588-601.
https://doi.org/10.1108/eum0000000004985
Identifiers
- DOI
- 10.1108/eum0000000004985