Services Marketing 7e, Global Edition

Chapter 3:
Positioning Services
in Competitive Markets

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 4verview of Chapter 3

m uocus Strategies for Services

m Market Segmentation

m Service Attributes and Levels

m Positioning Distinguishes a Brand from its Competitors

m Developing an Effective Positioning Strategy

m Using Positioning Maps to Analyze Competitive Strategy

m Changing Competitive Positioning

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 uocused Strategies for Services

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 Standing Apart from the Competition

³A business must set itself apart from its competition. To

be successful it must identify and promote itself as the best
provider of attributes that are important to target
customers.´

George S. Day

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 Basic uocus Strategies for Services

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 Considerations for using uocused Strategies

uully focused: Limited range of services to narrow and specific market

m 4pportunities m üisks
· Developing recognized · Market is too small to generate
expertise in a well-defined needed volume
niche may provide protection · Demand may be displaced by
against would-be competitors generic competition from
· Allows firms to charge alternative products
premium prices · Purchasers in chosen segment
may be susceptible to economic
downturn

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 Considerations for using uocused Strategies

m Market focused
· arrow market segment with wide range of services
· eed to make sure firms have operational capability to do anddeliver each of the
different services selected
· eed to understand customer purchasing practices and preferences

m Service focused
· arrow range of services to fairly broad market
· As new segments are added, firm needs to develop knowledge and skills in
serving each segment

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 Considerations for Using
uocus Strategies

m Unfocused
· Broad markets with wide range of
services
· Many service providers fall into
this category
· Danger ± becoming a ³jack of all
trades and master of none´

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 Market Segmentation

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 Market Segmentation

m uirms vary widely in their abilities to serve different types of customers

m A market segment is composed of a group of buyers sharing common

characteristics, needs, purchasing behavior,and consumption patterns

m Target segments should be selected with reference to

· uirm¶s ability to match or exceed competing offerings directed at the same
segment
· ot just profit potential

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 Service Attributes and Levels

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 Developing üight Service Concept for a
Specific Segment

m Use research to identify and prioritize which attributes of a given service are
important to specific market segments

m Individuals may set different priorities according to:

· Purpose of using the service
· Who makes decision
· Timing of use
· Whether service is used alone or with a group
· Composition of that group

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 Important vs. Determinant Attributes

m Consumers usually choose between alternative service offerings based on

perceived differences between them

m Attributes that distinguish competing services from one another are not
necessarily the most important ones

m Determinant attributes determine buyers¶ choices between competing

alternatives
· service characteristics that are important to purchasers
· customers see significant differences between competing alternatives on these attributes

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 Establishing Service Levels

m Make decisions on service levels ± level of performance firm plans to offer on

each attribute
· Easily quantified attributes are easier to understand ± e.g.,vehicle speed, physical
dimensions
· Qualitative attributes subject to individual interpretation ± e.g., physical comfort, noise
levels

m Can often segment customers according to willingness to trade off price versus
service level:
· Price-insensitive customers willing to pay relatively high price for high levels of service
· Price-sensitive customers look for inexpensive service with relatively low performance

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 Positioning Distinguishes a Brand
from its Competitors

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 uour Principles of Positioning Strategy

m Must establish position for firm or product in minds of customers

m Position should be distinctive, providing one simple, consistent message

m Position must set firm/product apart from competitors

m A company cannot be all things to all people± must focus its efforts

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 Principles of Positioning

  










 


 
 
 
 


 

 



  
  


 

  




  



 

 




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 Developing an Effective Positioning
Strategy

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 Developing an Effective Positioning Strategy

m Positioning links market analysis and competitive analysis to internal

corporate analysis

m Market Analysis
· uocus on overall level and trend of demand and geographic locations of demand
· Look into size and potential of different market segments
· Understand customer needs and preferences and how they perceive the
competition

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 Developing an Effective Positioning Strategy

m Internal Corporate Analysis

· Identify organization¶s resources, limitations, goals, and values
· Select limited number of target segments to serve

m Competitor Analysis
· Understand competitors¶ strengths and weaknesses
· Anticipate responses to potential positioning strategies

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 Market, Internal,and Competitive Analyses

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 Anticipating Competitive üesponse

m Competitors might pursue same market position

· Independently do same positioning analysis and arrive at similar conclusions
· Threatened by new strategy, take steps to reposition own service
· ew entrant plays ³follow the leader´

m Conduct internal corporate analysis for challengers and analyze possible

effects of alternative moves
· Impact of price cut on demand, market share,and profits
· üesponses of different segments to changes in service attributes

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 Using Positioning Maps to Analyze
Competitive Strategy

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 Using Positioning Maps to Plot
Competitive Strategy

m Great tool to visualize competitive positioning and map developments of time

m Useful way to represent consumer perceptions of alternative products

graphically

m Typically confined to two attributes, but 3-D models can be used to portray
positions on three attributes simultaneously

m Information about a product can be obtained from market data, derived from
ratings by representative consumers, or both

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 Positioning of Hotels in Belleville:
Price vs. Service Level
Expensive

Grand
üegency
PALACE

Shangri-La
High Moderate
Service Atlantic Service
Sheraton

Italia
Castle
Alexander IV
Airport Plaza
Less Expensive

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 Positioning of Hotels in Belleville:
Location vs. Physical Luxury
High Luxury

üegency
Grand

Shangri-La
Sheraton
PALACE

uinancial Shopping District Inner

District and Convention Center Suburbs

Castle Italia
Alexander IV
Atlantic

Airport Plaza

Moderate Luxury

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 Positioning After ew Construction:
Price vs.Service Level

Expensive
Mandarin
ew Grand Heritage
Marriott
Continental

Action?
üegency PALACE

Shangri-La
High o action? Moderate
Service Service
Atlantic
Sheraton

Italia

Castle
Alexander IV
Less Expensive Airport Plaza

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 Positioning After ew Construction:
Location vs. Physical Luxury
High Luxury
Mandarin
ew Grand
Continental Heritage
Marriott üegency
Sheraton Shangri-La
Action?
PALACE

uinancial o action? Shopping District Inner

District and Convention Center Suburbs

Castle Italia
Alexander IV
Atlantic

Airport Plaza

Moderate Luxury

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 Positioning Maps Help Managers to
Visualize Strategy

m üesearch provides input to development of positioning maps± challenge

is to ensure that
· Attributes employed in maps are important to target segments
· Performance of individual firms on each attribute accurately reflects perceptions
of customers in target segments

m Predictions can be made of how positions may change in light of future

developments

m Charts and maps can facilitate ³visual awakening´ to threats and

opportunities, suggest alternative strategic directions

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 Changing Competitive Positioning

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 üepositioning

m uirm may have to make significant change in existing position

· üevising service characteristics; redefining target market segments; abandoning
certain products; withdrawing from certain market segments

m Improving negative brand perceptions may require extensive redesign of

core product

m üepositioning introduces new dimensions into positioning equation that

other firms cannot immediately match

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 Summary

m uocus Strategies:
· uully focused
· Service focused
· Marketfocused
· Unfocused

m Market Segmentation ± buyers share common characteristics, needs,

purchasing behavior & consumption patterns

m Service attributes±determinant attributes are often the ones most

important to customers

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 Summary

m Positioning links:
· Market Analysis
· Internal Analysis
· Competitive Analysis

m Positioning maps are useful for plotting competitive strategy:

· Identify potential competitive responses
· Help executives to visualize strategy

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