Services Marketing Masterclass
Introduction to Services Marketing (Sample Lesson)
4 Topics
Service Marketing Introduction
Services Marketing Triangle
Purchase Process for Services
Marketing Challenges of Services
Understanding Services Marketing
4 Topics
Service Marketing Environment
What makes Services different from Goods
Understanding Consumer Behavior in Services
Understanding Customer Involvement in Services
Services Marketing
7 Topics
What is a Service Product
Understand Pricing of Services
Promotion of Services
Place – How do you distribute Services
How do you manage People (Employees) in Services
Physical Evidence
Understanding Service Process
Service Quality & Models
3 Topics
How do you Manage Service Quality
Gap Model
The SERVQUAL Model [Dimensions of Service Quality]
Managing Services
5 Topics
Managing Productivity in Service Sector
How to Manage Demand and Supply in Services
What is Benchmarking and Why Should you Do it
Impact of Service Recovery Efforts on Consumer Loyalty
How to be Sensitive to Customer’s Reluctance to Change
Services Marketing Strategy
6 Topics
How do you Position a Service
Branding of Services
Transnational Strategy for Services
Ethics in Services Marketing
Incorporating Self-Service Technologies (SSTS)
New Services Realities
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Understanding Service Process
Services Marketing Masterclass
Services Marketing
Understanding Service Process
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