Services Marketing : Integrating People, Technology, Strategy

Por: Swayam . en: , ,

Week 1 : New Perspectives on Marketing in the Service Economy, Consumer Behavior in the Service ContextWeek 2 : Consumer Behavior in the Service Context (Contd.),Positioning Services in Competitive Markets, Developing Service ProductsWeek 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 EnvironmentWeek 6 : Managing People for Service Advantage, Managing Relationships and Building LoyaltyWeek 7 : Managing Relationships and Building Loyalty (Contd.), Complaint Handling and Service Recovery, Improving Service Quality and ProductivityWeek 8 : Improving Service Quality and Productivity (Contd.), Striving for Service Leadership, Creating the Seamless Service Firms

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