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Service Marketing: Airline Industry

This document discusses the 7 P's of marketing in the airline industry. The 7 P's are product, price, place, promotion, people, process, and physical evidence. It provides details on how different airlines implement strategies for each of the 7 P's, such as using premium pricing for business class travelers and low-cost pricing for economy class. It also discusses how airlines promote through advertisements, word of mouth, publicity, and affiliations with other companies. The people aspect covers reliability, caring attitudes, and problem solving skills. Physical evidence both on the ground and in-flight are also examined.

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Syed Ahad
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248 views26 pages

Service Marketing: Airline Industry

This document discusses the 7 P's of marketing in the airline industry. The 7 P's are product, price, place, promotion, people, process, and physical evidence. It provides details on how different airlines implement strategies for each of the 7 P's, such as using premium pricing for business class travelers and low-cost pricing for economy class. It also discusses how airlines promote through advertisements, word of mouth, publicity, and affiliations with other companies. The people aspect covers reliability, caring attitudes, and problem solving skills. Physical evidence both on the ground and in-flight are also examined.

Uploaded by

Syed Ahad
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Service Marketing

Airline Industry

Komal K Jain | Abdul Ahad Bijili | Avinash Sharma | Satish Kumar P.G.

7 Ps
Product Price Place Promotion People Process Physical Evidence

Product

Product

Price
Premium Pricing
Business Class Travellers

Low-Cost Pricing
Economy Class Pricing

Place
Online 24-hour reservation Tour Operator / Travel Agent

Place

Place

Promotion
Advertisements Word of Mouth Publicity Affiliated with Companies(Kingfisher with ICICI)

Promotion

Promotion

Promotion

People
Reliability Caring Attitude Responsiveness Initiative Problem Solving Ability

People

People

Process
Reservation Flight Information Facilities at the Airport Baggage Handling Meal Service Flight Entertainment Deliver Quality Service

Process

Process

Process

Process

Physical Evidence
On the Ground

Booking Offices Ticket Counters Brand Logo Tickets


Aircraft Seating Configuration Good Interiors Cleanliness Uniforms Baggage Labels or Tags

In Flight

Physical Evidence

Physical Evidence

Physical Evidence

Physical Evidence

Thank You

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