Service marketing

Evonth

BUS268_Module1_Chapter1.pptx

Home >Business & Finance homework help >Marketing homework help >Service marketing

Chapter 1

New Perspective on Marketing in the Service Economy

Objectives

Describe the importance of services.

Explain how services are defined.

Explain how services create value for consumers.

Identify the forces that transform service markets.

Describe the key characteristics that distinguish services from goods.

Describe ways of categorising services.

Identify the key components of a service operations system.

Describe the expanded ‘marketing mix’ for services.

Introduction

Service sector is the engine of economic growth in developed and most developing countries today

Services (rather than manufactured goods) are becoming the mainstream focus of marketing

Every day you use a vast array of services

Developed countries like Australia, New Zealand – Education Travel , business services

Developing country like Laos, China used to focus on agriculture & manufacturing - > moving towards services

These countries understand that services play a major role in developing trade and economies. For economy to develop you require services like telecommunications, banking port services. Travel brings in money.

On average for developed countries, services trade about 80% for developed economies and 50% for developing nations.

Figure 1.2 Growth in consumption of services since 1950

By the 1960s, however, Australian manufacturing had begun to stagnate, as growth and productivity faltered. By the 1970s it was in decline and, forty years on, reduced by global economic changes and government policy, manufacturing accounts for less than 10% of Australian GDP, the lowest level since early colonial times.

The external cause of the collapse of Australian manufacturing has been the adoption and mastery of western-style manufacturing by a succession of Asian nations. The internal causes of Australian decline are several and well known. The most important is that Australia is a high wage country, and has been since the 1820s. Australian manufacturing was rendered permanently uncompetitive against nations whose firms carried lighter burdens.

Importance of Service Trade to Australia

71% of Australia's gross domestic product (GDP) and employ four out of five Australians

Adapted from DFAT 2007 (in billions)

Australian Trade in Services 2007

Series 1 Education Tourism Financial and insurance services Computer and information services Architecture and engineering services Legal, accounting and management consultancy services 12.2 11.8 1.7000000000000015 1.5 1.5 1.1000000000000001 Column1 Education Tourism Financial and insurance services Computer and information services Architecture and engineering services Legal, accounting and management consultancy services Column2 Education Tourism Financial and insurance services Computer and information services Architecture and engineering services Legal, accounting and management consultancy services

Importance of Service Trade to Hong Kong

93% of HK gross domestic product (GDP) in 2010

In 2010, HK exported US$106.4 billion worth of services, a ratio of 47.4% to GDP.

Adapted from DFAT 2007 (in billions)

Hong Kong is a major international and regional financial centre and arguably amongst the freest economies in the world.

HK Trade in Services 2010

Series 1 Trade Transportation Travel Financial services Insurance 30 28 21 12 9 Column1 Trade Transportation Travel Financial services Insurance Column2 Trade Transportation Travel Financial services Insurance

Hong Kong: a service-based economy where 93 per cent of GDP is generated by the services sector

Defining services

Any act, performance or experience that one party can offer to another

Essentially intangible and does not result in the ownership of anything

Processes (economic activities) that provide time, place, form, problem solving or experiential value to the receiver

“Something that may be bought or sold but cannot be dropped on your foot”

Essence is on the intangibility and overall value received.

Time (save on time) – taxi, employ gardener

Place (distribution or logistics) – using a mobile phone or internet banking

Form – going to hairdresser or masseur

Problem-solving (solutions) – surgery, consulting that involve expertise to solve problems

Experiential– Opera, sports event that involves a performance provides experiential value

Table 1.1 Examples of diversity of services

Consumer services	Business services
• Airline • Banking and finance • Insurance • Medical • Telecommunications • Hotel • Restaurant • Opera/theatre • Football match • House cleaning • Transportation	• Accountancy • Architecture • Engineering • Legal services • Management consulting • Printing • Insurance • Telecommunications • IT consulting • Logistics consulting • Marketing research

Misconception that services are low paying jobs – frontline – call centres

Professional services are high paying jobs too. – KNOWLEDGE BASED (E.g. consulting, education, legal)

A workout with a fitness trainer—an experiential, high-contact service that creates customer value

Interesting Services

BOX- pilot voicemail service for direct marketing – Distinct from direct mail (cheaper, reach people who are hard to get)

It’s all about value creation

Value comes from a variety of value-creating elements rather than transfer of ownership

Firms must create and deliver services that are perceived (by customers) to provide value

What they get for money, time and effort.

Satisfied, loyal and advocate

Choose the value  Create the value  Communicate value

We make our money out of our friends. Our enemies will not do business with us.

Elbert Hubbard

= transactions have to be mutually beneficial - supply something that people want. (QUOTE)

Desired results (functional and emotional)

Customers buy services to get results. So companies have to provide customers with solutions

Functional value: practical benefits e.g. taking the train for point A to B

Emotional value: meet psychological needs e.g. taking the Ghan across outback for spectacular emotional views

Figure 1.3 Framework for developing and delivering customer value

Positioning strategy – image you want to convey

Airlines : position themselves on low price (point to point travel) and frequency. -> cater to customers who are willing to trade off on price for performance.

Service value proposition: Why is your service relevant to customers in light of competition. What are the benefits of the service you propose. “Low cost, basic service airline”

CREATE VALUE:

Translate to service product: Use secondary airports, sell snack on board rather than meals, random seats

COMMUNICATE VALUE: Effective communications to promote your value propositions

Hotel concierge staff can create value for customers by the friendly, respectful and courteous manner in which they treat them, so boosting customers’ self-esteem

Tourism—a booming service industry in Vietnam that creates experiential value for tourists

Services: Intangible elements dominate value creation

Services typically have both tangible and intangible elements

How much value is created by the service elements of the total package in a competitive marketplace?

Service products versus customer service and after-sales service

Final output and treatment are important

Service components are greater in some services. E.g. in fast food (take away burgers, fries), medical services (take away medication)

Distinguish between SERVICE PRODUCT and CUSTOMER SERVICE (supporting services)

All you need to be concerned with is every service have intangible and tangible elements. E.g. buy salt from Coles

Core service: Main offering Supplementary service: facilitates or enhance the core

Figure 1.4 Relative value added by physical versus intangible elements

Powerful forces transforming the service economy

The ‘hollowing out’ effect

Manufacturing to services

Outsourcing of services

Deregulation and privatisation

Deregulation

Privatisation

Social changes

Higher expectations

More affluence

Short on time

Professional services and franchises

Free advertising and promotion

Global franchises

WHAT AFFECTS THE RAPID GROWTH OF SERVICE?

Hollowing out effect: Industrialized economies have moved from manufacturing to services; off shoring of customer service -> call centers to Philippines and India

e.g. US used to focus on manufacturing but now the shift to China e.g. Ford, Levis

Manufacturing to services e.g. US, UK, Singapore

Outsourcing of services e.g. China, India, Philippines

Deregulation and privatization: Privatization of infrastructure services: road tolls and utilities -> new players enter market e.g. Telstra/QLD rail

Social change implications: new services e.g. tourism or spa; Higher expectations of service quality -> training of staff

Professional services and franchisees: Professional services allowed to advertise and promote => more innovative, more price cuts etc e.g. doctors, lawyers etc. More service evolving due to global franchieses e.g. fast food chain -> consistent service.

Standardise pricing, brands, logo and training to maintain consistency across thr globe e.g. Marriot, MIDAS, Kumon

Differences between goods and services (1)

Most service products cannot be inventoried

Turn away or wait

Intangible elements usually dominate value creation

Cannot taste, smell, touch

Hard to evaluate

Services are often difficult to visualise and evaluate

Risk & uncertainty

Customers may be involved in co-production

Customers interact with service systems

Spoil service experiences

Most service products cannot be inventoried

Turn away or wait

Marketers: Manage demand and capacity

Intangible elements usually dominate value creation

Cannot taste, smell, touch

Hard to evaluate

Marketers: Use cues

Services are often difficult to visualise and evaluate

Risk & uncertainty

Marketers: Educate customers

Customers may be involved in co-production

Customers interact with service systems

Spoil service experiences

Marketers: User friendly systems and train customers

Differences between goods and services (2)

People are often part of the service experience

Appearance, attitude and behaviour of service personnel and customers

Operational inputs and outputs tend to vary more widely

Hard to maintain consistency

Customers expose to service failures

Operational inputs: different employees, different customers

Differences between goods and services (3)

The time factor often assumes great importance

Time is scarce & dislike waiting

Distribution may take place through non-physical channels

Information based services

E.g. XE.com; CQU Masters

Marketers: Compete on speed, opening hrs

Marketers: user-friend secure web sites

Download information based elements

How can services be classified?

The degree of tangibility/intangibility of service processes

Who or what is the direct recipient of service processes?

The place of service delivery

Customisation versus standardisation

Relationships with customers

Discrete versus continuous services

High contact versus low contact

Different ways you can classify services:

Is it more tangible or intangible: Consulting or watching a movie versus dining in a restaurant or visiting a dentist

Who benefits from the service? Customers? Their things

The place of service deliver? Customers visit the organization/ Organization comes to customer/ deal at arms length (insurance consultant)

Customisation or standardisation? Adapt service for customers e.g. healthcare/consulting or standardize (streamlined services) e.g. web hosting

Relationships with customers? Formal relationships e.g. loyalty programs/ transactional e.g. visit doctor once

Discrete or continuous? Continuous relationship with customer e.g. advertising agency maintain long term relations with clients.

High contact versus low contact? Face to Face Business versus personal banking customers

Categorising service processes

	Who or what is the Direct Recipient of the Service?
Nature of Service Act	People	Possessions
Tangible actions	Tangible actions to people’s bodies (people processing)	Tangible actions to goods and other physical possessions
Intangible actions	Intangible actions directed at people’s minds (mental-stimulus processing)	Intangible actions directed at intangible assets (information processing)

Answers TWO questions: At who is the service directed at?

Is the service tangible or intangible?

1) (people processing) customers are present e.g. Lodging, healthcare

2) (possession processing) - customers not physically involved e.g. Laundry, repair

3) (mental-stimulus processing) – interact with peoples’ minds e.g. Education, advertising

4) Information processing – most intangible/ deal with peoples intangible assets e.g. accounting, banking,

Service as a system

Service operations system: can be divided into those involving the actors (or service personnel) and those involving the stage set (or physical facilities, equipment and other tangibles).

Service delivery system: concerned with where, when and how the service product is delivered to the customer.

Service marketing system: all the different ways in which the customer may encounter or learn about the service organisation.

An expanded marketing mix for services

People: direct, personal interaction between customers and the firm’s personnel or employees for the service to be ‘manufactured’ and delivered.

Physical evidence (tangible cues): servicescape— such as physical layout of the service facility, ambience, background music and seating comfort.

Process of service production: required to manufacture and deliver the service.

People: people part of the service – attitudes and skills of your employees

Physical evidence: Visible cues that make an impression

Processes: How the firm does things ‘variability’ of service, how do you overcome that?

Changing Importance of Industry Divisions

Share of GDP*by ANZSIC Industry Division 1800-2040

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1800182018401860188019001920194019601980200020202040

Agriculture

Mining

Manufacturing

Utilities

Construction

Wholesale trade

Retail trade

Accom, cafes &rest

Transport &storage

Communication

Finance &insurance

Prop &business

Dwellings et al

Govt admin

Education

Health &community

Cult &recreation

Personal &other

Note: *At market prices to 1940, at factor cost thereafter Source: N.G Butlin, ABS & IBISWorld

Changing Importance of Industry Divisions
Share of GDP* by ANZSIC Industry Division 1800-2040

Note: *At market prices to 1940, at factor cost thereafter Source: N.G Butlin, ABS & IBISWorld

Chart4

1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800
1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820
1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840
1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860
1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880
1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020
2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Dwellings et al

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

0.1

1.3

0.5

8.5

4.5

8.3

0.5

0.1

8.5

0.3

0.2

10.7

0.8

0.2

1.3

2.5

6.5

0.3

0.2

5.6

2.1

1.9

1.8

0.5

42.4

9.1

0.3

5.5

9.9

2.7

3.7

2.9

2.5

9.6

2.4

8.5

0.5

4.2

14.6

0.5

4.5

11.1

1.6

3.8

0.4

3.8

3.5

7.6

4.6

10.1

0.6

1.3

4.3

8.6

2.3

0.5

6.4

9.5

3.4

7.1

12.5

5.6

22.6

4.5

0.5

1.8

1.5

3.8

7.5

1.6

1.9

0.5

5.8

13.7

2.5

1.6

12.8

3.7

2.5

1.8

4.9

1.1

2.7

1.5

5.5

2.5

12.7

6.7

2.2

18.7

17.5

2.2

3.7

3.8

1.6

5.9

10.8

1.5

7.7

3.1

28.9

1.8

2.5

5.7

4.9

9.3

5.2

1.2

5.4

6.3

7.3

2.9

18.2

3.4

3.7

2.1

5.9

4.7

3.7

9.9

12.2

6.7

6.4

5.3

2.5

5.3

5.7

5.6

2.5

12.2

2.3

3.9

2.9

6.6

4.1

8.3

12.5

6.8

4.1

5.3

2.9

5.2

6.1

2.5

10.2

4.3

4.5

3.2

7.2

4.7

9.7

12.7

6.4

4.4

5.8

3.2

4.4

6.6

2.3

2.9

chart

1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800
1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820
1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840
1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860
1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880
1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020
2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040

Dwellings et al

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

IBIS: Nov, 1998

1.3

0.1

0.5

8.5

4.5

8.3

0.5

0.1

10.7

8.5

0.3

0.2

0.8

0.2

1.3

2.5

6.5

0.3

0.2

5.6

2.1

1.9

1.8

0.5

42.4

9.9

9.1

0.3

5.5

2.7

3.7

2.9

2.5

9.6

2.4

8.5

0.5

4.2

14.6

11.1

0.5

4.5

1.6

3.8

0.4

3.8

3.5

7.6

4.6

10.1

8.6

0.6

1.3

4.3

2.3

0.5

6.4

9.5

3.4

7.1

12.5

5.6

22.6

7.5

4.5

0.5

1.8

1.5

3.8

1.6

1.9

0.5

5.8

13.7

2.5

1.6

12.8

3.7

2.5

1.8

4.9

1.1

2.7

1.5

5.5

2.5

12.7

6.7

2.2

18.7

17.5

2.2

3.7

3.8

1.6

5.9

10.8

1.5

7.7

3.1

28.9

1.8

9.3

2.5

5.7

4.9

5.2

1.2

5.4

6.3

7.3

2.9

18.2

3.4

3.7

9.9

2.1

5.9

4.7

3.7

12.2

6.7

6.4

5.3

2.5

5.3

5.7

5.6

2.5

12.2

2.3

8.3

3.9

2.9

6.6

4.1

12.5

6.8

4.1

5.3

2.9

5.2

6.1

2.5

10.2

4.3

9.7

4.5

3.2

7.2

4.7

12.7

6.4

4.4

5.8

3.2

4.4

6.6

2.3

2.9

data

1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800
1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820
1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840
1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860
1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880
1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980
1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010
2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020
2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030

Dwellings et al

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

IBIS: Nov, 1998

1.3

0.1

0.5

8.5

4.5

8.3

0.5

0.1

37.9

10.7

8.5

0.3

0.2

0.8

0.2

1.3

2.5

6.5

0.3

0.2

5.6

2.1

1.9

1.8

0.5

42.4

9.9

9.1

0.3

5.5

2.7

3.7

2.9

2.5

9.6

2.4

8.5

0.5

4.2

14.6

11.1

0.5

4.5

1.6

3.8

0.4

3.8

3.5

7.6

4.6

10.1

8.6

0.6

1.3

4.3

2.3

0.5

6.4

9.5

3.4

7.1

12.5

5.6

22.5

7.5

4.5

0.5

1.8

1.5

3.8

1.6

1.9

0.5

5.8

13.7

2.5

1.6

12.8

3.7

2.5

1.8

4.9

1.1

2.7

1.5

5.5

2.5

12.7

6.7

2.2

18.7

17.5

2.2

3.7

3.8

1.6

5.9

1.5

7.7

3.1

28.9

1.8

1.7

1.9

4.8

4.4

3.9

6.1

4.5

1.5

4.4

1.8

7.6

11.5

8.6

3.6

4.7

8.4

1.7

1.9

5.1

4.5

3.6

8.2

5.4

2.3

5.2

1.9

7.4

10.3

7.3

3.3

15.2

4.3

8.5

2.3

5.6

3.6

9.2

8.7

3.4

2.1

7.4

9.7

6.6

2.5

12.7

2.9

9.3

2.9

2.5

5.5

4.4

11.3

8.3

3.7

5.4

2.5

6.5

6.7

2.4

11.2

3.5

2.9

8.8

3.1

2.9

4.1

2.5

13.4

4.1

5.3

7.8

1.9

9.9

3.9

3.3

8.2

3.6

3.5

6.5

3.9

2.7

7.8

4.3

5.5

3.5

5.6

6.8

1.6

3.5

Sheet3

1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800
1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820
1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840
1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860
1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880
1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020
2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040	2040

Dwellings et al

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

IBIS: November, 1998

Industries in Australia's Economy 1800-2030 Share of GDP by Industry Division

1.3

0.1

0.5

8.5

4.5

8.3

0.5

0.1

10.7

8.5

0.3

0.2

0.8

0.2

1.3

2.5

6.5

0.3

0.2

5.6

2.1

1.9

1.8

0.5

42.4

9.9

9.1

0.3

5.5

2.7

3.7

2.9

2.5

9.6

2.4

8.5

0.5

4.2

14.6

11.1

0.5

4.5

1.6

3.8

0.4

3.8

3.5

7.6

4.6

10.1

8.6

0.6

1.3

4.3

2.3

0.5

6.4

9.5

3.4

7.1

12.5

5.6

22.6

7.5

4.5

0.5

1.8

1.5

3.8

1.6

1.9

0.5

5.8

13.7

2.5

1.6

12.8

3.7

2.5

1.8

4.9

1.1

2.7

1.5

5.5

2.5

12.7

6.7

2.2

18.7

17.5

2.2

3.7

3.8

1.6

5.9

10.8

1.5

7.7

3.1

28.9

1.8

9.3

2.5

5.7

4.9

5.2

1.2

5.4

6.3

7.3

2.9

18.2

3.4

3.7

9.9

2.1

5.9

4.7

3.7

12.2

6.7

6.4

5.3

2.5

5.3

5.7

5.6

2.5

12.2

2.3

8.3

3.9

2.9

6.6

4.1

12.5

6.8

4.1

5.3

2.9

5.2

6.1

2.5

10.2

4.3

9.7

4.5

3.2

7.2

4.7

12.7

6.4

4.4

5.8

3.2

4.4

6.6

2.3

2.9

Sheet4

1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800
1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840
1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030

Dwellings et al

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

IBIS: Nov, 1998

1.3

0.1

0.5

8.5

4.5

8.3

0.5

0.1

37.9

0.3

0.2

5.6

2.1

1.9

1.8

0.5

42.4

11.1

0.5

4.5

1.6

3.8

0.4

3.8

3.5

7.6

4.6

10.1

4.5

0.5

1.8

1.5

3.8

1.6

1.9

0.5

5.8

13.7

5.5

1.6

12.8

2.2

3.7

3.8

1.6

5.9

4.5

7.7

3.1

28.9

1.8

8.5

2.3

5.6

3.6

9.2

8.7

3.4

2.1

7.4

9.7

6.6

2.5

12.7

2.9

7.2

3.3

6.5

3.9

2.7

7.8

4.3

5.5

3.5

5.6

6.8

1.6

4.3

Sheet5

1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800
1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840
1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030

Dwellings et al

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

Industries in Australia's Economy 1800-2030 Share of GDP by Industry Division

1.3

0.1

0.5

8.5

4.5

8.3

0.5

0.1

37.9

0.3

0.2

5.6

2.1

1.9

1.8

0.5

42.4

11.1

0.5

4.5

1.6

3.8

0.4

3.8

3.5

7.6

4.6

10.1

4.5

0.5

1.8

1.5

3.8

1.6

1.9

0.5

5.8

13.7

5.5

1.6

12.8

2.2

3.7

3.8

1.6

5.9

4.5

7.7

3.1

28.9

1.8

8.5

2.3

5.6

3.6

9.2

8.7

3.4

2.1

7.4

9.7

6.6

2.5

12.7

2.9

7.2

3.3

6.5

3.9

2.7

7.8

4.3

5.5

3.5

5.6

6.8

1.6

4.3

Sheet6

1800
1820
1840
1860
1880
1900
1920
1940
1960
1980
1990
2000
2010
2020
2030

percent

0.1

0.3

0.5

14.6

5.6

1.8

3.6

4.3

3.5

3.9

Sheet7

1800
1820
1840
1860
1880
1900
1920
1940
1960
1980
1990
2000
2010
2020
2030

percent

0.5

1.8

4.2

10.1

12.5

12.8

18.7

28.9

15.2

12.7

11.2

9.9

Sheet8

1800
1820
1840
1860
1880
1900
1920
1940
1960
1980
1990
2000
2010
2020
2030

percent

8.3

6.5

8.5

7.1

6.7

7.7

8.6

7.3

6.6

6.7

7.8

6.8

Sheet9

1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980
1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010
2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020
2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030

Dwellings et al

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

IBIS:November, 1998

8.6

0.6

1.3

4.3

2.3

0.5

6.4

9.5

3.4

7.1

12.5

5.6

22.5

7.5

4.5

0.5

1.8

1.5

3.8

1.6

1.9

0.5

5.8

13.7

2.5

1.6

12.8

3.7

2.5

1.8

4.9

1.1

2.7

1.5

5.5

2.5

12.7

6.7

2.2

18.7

17.5

2.2

3.7

3.8

1.6

5.9

1.5

7.7

3.1

28.9

1.8

1.7

1.9

4.8

4.4

3.9

6.1

4.5

1.5

4.4

1.8

7.6

11.5

8.6

3.6

4.7

8.4

1.7

1.9

5.1

4.5

3.6

8.2

5.4

2.3

5.2

1.9

7.4

10.3

7.3

3.3

15.2

4.3

8.5

2.3

5.6

3.6

9.2

8.7

3.4

2.1

7.4

9.7

6.6

2.5

12.7

2.9

9.3

2.9

2.5

5.5

4.4

11.3

8.3

3.7

5.4

2.5

6.5

6.7

2.4

11.2

3.5

2.9

8.8

3.1

2.9

4.1

2.5

13.4

4.1

5.3

7.8

1.9

9.9

3.9

3.3

8.2

3.6

3.5

6.5

3.9

2.7

7.8

4.3

5.5

3.5

5.6

6.8

1.6

3.5

Sheet10

1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800
1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820	1820
1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840
1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860	1860
1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880
1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980
1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010
2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020
2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030

Dwellings et al

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

IBIS: Nov, 1998

1.3

0.1

0.5

8.5

4.5

8.3

0.5

0.1

37.9

10.7

8.5

0.3

0.2

0.8

0.2

1.3

2.5

6.5

0.3

0.2

5.6

2.1

1.9

1.8

0.5

42.4

9.9

9.1

0.3

5.5

2.7

3.7

2.9

2.5

9.6

2.4

8.5

0.5

4.2

14.6

11.1

0.5

4.5

1.6

3.8

0.4

3.8

3.5

7.6

4.6

10.1

8.6

0.6

1.3

4.3

2.3

0.5

6.4

9.5

3.4

7.1

12.5

5.6

22.5

7.5

4.5

0.5

1.8

1.5

3.8

1.6

1.9

0.5

5.8

13.7

2.5

1.6

12.8

3.7

2.5

1.8

4.9

1.1

2.7

1.5

5.5

2.5

12.7

6.7

2.2

18.7

17.5

2.2

3.7

3.8

1.6

5.9

1.5

7.7

3.1

28.9

1.8

1.7

1.9

4.8

4.4

3.9

6.1

4.5

1.5

4.4

1.8

7.6

11.5

8.6

3.6

4.7

8.4

1.7

1.9

5.1

4.5

3.6

8.2

5.4

2.3

5.2

1.9

7.4

10.3

7.3

3.3

15.2

4.3

8.5

2.3

5.6

3.6

9.2

8.7

3.4

2.1

7.4

9.7

6.6

2.5

12.7

2.9

9.3

2.9

2.5

5.5

4.4

11.3

8.3

3.7

5.4

2.5

6.5

6.7

2.4

11.2

3.5

2.9

8.8

3.1

2.9

4.1

2.5

13.4

4.1

5.3

7.8

1.9

9.9

3.9

3.3

8.2

3.6

3.5

6.5

3.9

2.7

7.8

4.3

5.5

3.5

5.6

6.8

1.6

3.5

Sheet11

1800
1820
1840
1860
1880
1900
1920
1940
1960
1980
1990
2000
2010
2020
2030

percent

0.5

1.6

2.2

3.1

3.3

2.5

2.4

1.9

1.6

Sheet12

1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900	1900
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940	1940
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980	1980
1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990	1990
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010	2010
2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020	2020
2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030

Dwellings et al

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

8.6

0.6

1.3

4.3

2.3

0.5

6.4

9.5

3.4

7.1

12.5

5.6

22.5

7.5

4.5

0.5

1.8

1.5

3.8

1.6

1.9

0.5

5.8

13.7

2.5

1.6

12.8

3.7

2.5

1.8

4.9

1.1

2.7

1.5

5.5

2.5

12.7

6.7

2.2

18.7

17.5

2.2

3.7

3.8

1.6

5.9

1.5

7.7

3.1

28.9

1.8

1.7

1.9

4.8

4.4

3.9

6.1

4.5

1.5

4.4

1.8

7.6

11.5

8.6

3.6

4.7

8.4

1.7

1.9

5.1

4.5

3.6

8.2

5.4

2.3

5.2

1.9

7.4

10.3

7.3

3.3

15.2

4.3

8.5

2.3

5.6

3.6

9.2

8.7

3.4

2.1

7.4

9.7

6.6

2.5

12.7

2.9

9.3

2.9

2.5

5.5

4.4

11.3

8.3

3.7

5.4

2.5

6.5

6.7

2.4

11.2

3.5

2.9

8.8

3.1

2.9

4.1

2.5

13.4

4.1

5.3

7.8

1.9

9.9

3.9

3.3

8.2

3.6

3.5

6.5

3.9

2.7

7.8

4.3

5.5

3.5

5.6

6.8

1.6

3.5

Sheet13

1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800	1800
1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840	1840
1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880	1880
1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920	1920
1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960	1960
2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000	2000
2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030	2030

Dwellings et al

Personal &other

Cult &recreation

Health &community

Education

Govt admin

Prop &business

Finance &insurance

Communication

Transport &storage

Accom, cafes &rest

Retail trade

Wholesale trade

Construction

Utilities

Manufacturing

Mining

Agriculture

IBIS: Nov, 1998

1.3

0.1

0.5

8.5

4.5

8.3

0.5

0.1

37.9

0.3

0.2

5.6

2.1

1.9

1.8

0.5

42.4

11.1

0.5

4.5

1.6

3.8

0.4

3.8

3.5

7.6

4.6

10.1

4.5

0.5

1.8

1.5

3.8

1.6

1.9

0.5

5.8

13.7

5.5

1.6

12.8

2.2

3.7

3.8

1.6

5.9

4.5

7.7

3.1

28.9

1.8

8.5

2.3

5.6

3.6

9.2

8.7

3.4

2.1

7.4

9.7

6.6

2.5

12.7

2.9

7.2

3.3

6.5

3.9

2.7

7.8

4.3

5.5

3.5

5.6

6.8

1.6

4.3

Sheet14

ANZSIC TABLE
		1800	1820	1840	1860	1880	1900	1920	1940	1960	1980	2000	2020	2040
DIVSN Q	Personal &other	15.0	8.5	9.0	9.1	9.0	7.0	4.5	3.7	2.0	2.5	2.0	3.9	4.5
DIVSN P	Cult &recreation	0.1	0.3	0.3	0.3	0.5	0.6	0.5	1.0	1.0	2.0	2.1	2.9	3.2
DIVSN O	Health &community	0.1	0.2	0.2	0.3	0.5	1.3	1.8	2.5	3.0	5.7	5.9	6.6	7.2
DIVSN N	Education	0.1	0.2	0.2	0.3	1.0	1.3	1.5	1.8	2.2	5.7	4.7	5.0	4.7
DIVSN M	Govt admin	20.0	8.0	5.6	5.5	4.5	4.3	3.8	4.9	3.7	4.9	3.7	4.1	4.0
DWELLS	Dwellings et al	1.3	10.7	13.0	9.9	11.1	8.6	7.5	9.0	7.0	9.3	9.9	8.3	9.7
DIVSN L	Prop &business	0.5	0.8	2.1	2.7	1.6	2.3	1.6	1.1	3.0	8.0	12.2	12.5	12.7
DIVSN K	Finance &insurance	0.0	0.2	1.9	3.7	3.8	2.0	1.9	2.7	3.8	5.2	6.7	6.8	6.4
DIVSN J	Communication	0.0	0.0	0.0	0.0	0.4	0.5	0.5	1.5	1.6	1.2	6.4	4.1	4.4
DIVSN I	Transport &storage	1.0	1.3	2.0	2.9	3.8	6.4	5.8	5.5	5.9	5.4	5.3	5.3	5.8
DIVSN H	Accom, cafes &rest	2.0	2.5	2.0	2.5	3.5	4.0	3.0	2.5	2.0	2.0	2.5	2.9	3.2
DIVSN G	Retail trade	8.5	7.0	7.0	9.6	7.6	9.5	13.7	12.7	10.8	6.3	5.3	5.0	4.4
DIVSN F	Wholesale trade	4.5	2.5	2.0	2.4	4.6	3.4	2.5	3.0	1.5	6.3	5.7	5.2	5.0
DIVSN E	Construction	8.3	6.5	10.0	8.5	13.0	7.1	8.0	6.7	7.7	7.3	5.6	6.1	6.6
DIVSN D	Utilities	0.0	0.0	0.0	0.5	1.0	1.0	1.6	2.2	3.1	2.9	2.5	2.5	2.3
DIVSN C	Manufacturing	0.5	1.0	1.8	4.2	10.1	12.5	12.8	18.7	28.9	18.2	12.2	10.2	9.0
DIVSN B	Mining	0.1	0.3	0.5	14.6	5.0	5.6	3.0	3.0	1.8	3.4	5.0	4.3	4.0
DIVSN A	Agriculture	38.0	50.0	42.4	23.0	19.0	22.6	26.0	17.5	11.0	3.7	2.3	4.3	2.9
		100.0	100.0	100.0	100.0	100.0	100.0	100.0	100.0	100.0	100.0	100.0	100.0	100.0
ANZSIC TABLE
		1800	1840	1880	1920	1960	2000	2030
DWELLS	Dwellings et al	1.3	13.0	11.1	4.5	4.0	8.5	7.2
DIVSN Q	Personal &other	15.0	9.0	9.0	4.5	2.0	2.3	3.0
DIVSN P	Cult &recreation	0.1	0.3	0.5	0.5	1.0	2.3	3.3
DIVSN O	Health &community	0.1	0.2	0.5	1.8	3.0	5.6	6.5
DIVSN N	Education	0.1	0.2	1.0	1.5	2.2	4.0	3.9
DIVSN M	Govt admin	20.0	5.6	4.5	3.8	3.7	3.6	2.7
DIVSN L	Prop &business	0.5	2.1	1.6	1.6	3.0	9.2	15.0
DIVSN K	Finance &insurance	0.0	1.9	3.8	1.9	3.8	8.7	7.8
DIVSN J	Communication	0.0	0.0	0.4	0.5	1.6	3.4	4.3
DIVSN I	Transport &storage	1.0	2.0	3.8	5.8	5.9	5.0	5.5
DIVSN H	Accom, cafes &rest	2.0	2.0	3.5	3.0	2.0	2.1	3.5
DIVSN G	Retail trade	8.5	7.0	7.6	13.7	11.0	7.4	5.6
DIVSN F	Wholesale trade	4.5	2.0	4.6	5.5	4.5	9.7	5.0
DIVSN E	Construction	8.3	10.0	13.0	8.0	7.7	6.6	6.8
DIVSN D	Utilities	0.0	0.0	1.0	1.6	3.1	2.5	1.6
DIVSN C	Manufacturing	0.5	1.8	10.1	12.8	28.9	12.7	9.0
DIVSN B	Mining	0.1	0.5	5.0	3.0	1.8	3.0	5.0
DIVSN A	Agriculture	37.9	42.4	19.0	26.0	11.0	2.9	4.3

Page &P

Sheet15

Page &P

Sheet16

Page &P

Sheet17

Page &P

Sheet18

Page &P

Sheet19

Page &P

Sheet20

Page &P

IBIS

MBD001D26C9.doc

MBD0007C339.doc

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1800182018401860188019001920194019601980200020202040

Agriculture

Mining

Manufacturing

Utilities

Construction

Wholesale trade

Retail trade

Accom, cafes &rest

Transport &storage

Communication

Finance &insurance

Prop &business

Dwellings et al

Govt admin

Education

Health &community

Cult &recreation

Personal &other