Week 1 : New Perspectives on Marketing in the Service Economy, Consumer Behavior in the Service Context
Week 2 : Consumer Behavior in the Service Context (Contd.),Positioning Services in Competitive Markets, Developing Service Products
Week 3 : Developing Service Products (Contd.),Global Marketing of Services, Distributing Services through Physical and Electronic Channels, Setting Prices and Implementing Revenue Management (Contd.)
Week 4 : Setting Prices and Implementing Revenue Management, Promoting Services and Educating Customers, Designing and Managing Service Processes (Contd.)
Week 5 : Designing and Managing Service Processes (Contd.),Balancing Demand and Productive Capacity, Crafting Service Environment
Week 6 : Managing People for Service Advantage, Managing Relationships and Building Loyalty
Week 7 : Managing Relationships and Building Loyalty (Contd.), Complaint Handling and Service Recovery, Improving Service Quality and Productivity
Week 8 : Improving Service Quality and Productivity (Contd.), Striving for Service Leadership, Creating the Seamless Service Firms
Week 9 : Listening Customers Through Research, Customer-Focused Organization: Structure, Resources and Service Process, Customer-defined service standards (Contd.)
Week 10 : Customer-defined service standards (Contd.), Service Innovation and Design, Management of public and private nonprofit service organizations (Contd.)
Week 11 : Management of public and private nonprofit service organizations (Contd.), The Financial and Economic Impact of Service, Globalization of Services: Service Management in the International arena
Week 12 : Technology and its Impact on Service and their Management, Transforming a Manufacturing Firm into a Service Business
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