COURSE·MKTG3004

Services Marketing

Marketing

25 Chapters

Offered in

MarketingMKTG3004coreAll streams

Chapters

Ch 1FREE

The Service Concept

10 min

Ch 2FREE

The Servuction System

12 min

Ch 3

Intangibility and Inseparability

11 min

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Ch 4

Heterogeneity and Perishability

13 min

Ch 5

Consumer Decision-Making in Services

14 min

Ch 6

Risk, Information, and Brand in Service Choice

16 min

Ch 7

Understanding Customer Expectations

13 min

Ch 8

Service Process Design and Blueprinting

15 min

Ch 9

Operational Efficiency and Service Strategy

18 min

Ch 10

Capacity and Demand Management

15 min

Ch 11

Service Pricing and Value Perception

14 min

Ch 12

Price Bundling, Fairness, and Customer Value

14 min

Ch 13

Service Communication Strategy

17 min

Ch 14

Physical Evidence and the Servicescape

15 min

Ch 15

Designing for Customer Experience

14 min

Ch 16

The Role of Service Employees

14 min

Ch 17

Employee Selection, Training, and Empowerment

14 min

Ch 18

Customers as Partial Employees

17 min

Ch 19

Customer Satisfaction Measurement and Insights

13 min

Ch 20

Service Quality and the Gap Model

13 min

Ch 21

Service Failure and Recovery

14 min

Ch 22

Customer Loyalty and Retention Management

14 min

Ch 23

Technology-Enabled Service Management

11 min

Ch 24

Ethical and Sustainable Service Management

15 min

Ch 25

Building a World-Class Service Culture

15 min