Unit 1 Introduction to Services Marketing {Book} | ||
1 | Services, Unique Characteristics and | VIEW |
2 | Marketing Challenges of Services | VIEW |
2 | Growing importance of Services sector in India | VIEW |
3 | Services Marketing Management Process overview | VIEW |
Unit 2 Consumer Behavior in Services & Measuring Service Quality {Book} | ||
1 | Consumer Behavior in Services | VIEW |
2 | Measuring Service Quality and Customer Satisfaction | VIEW |
3 | SERVQUAL scale and its usage | VIEW |
4 | GAP’s Model | VIEW |
5 | Modes of Service Recovery | VIEW |
Unit 3 Service Product, Pricing and People: {Book} | ||
1 | The 7p’s framework for Services Marketing | VIEW |
2 | Service Product | VIEW |
3 | Service Process | VIEW |
4 | Service Blueprinting | VIEW |
5 | Pricing of Services – Objectives, Challenges, Approaches | VIEW |
6 | Managing Services Personnel | VIEW |
7 | Customer role in Service Delivery | VIEW |
Unit 4 Service Distribution, Communication and Physical Evidence {Book} | ||
1 | Challenges of Service Distribution | VIEW |
2 | Service Franchising-Benefits & Risks | VIEW |
3 | Integrated Services Communication Mix. | VIEW |
4 | Services Marketing Triangle | VIEW |
5 | Managing Physical Evidence | VIEW |
6 | Service Scape | VIEW |
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