MS217 Services Marketing

Unit 1 Introduction to Services Marketing [Book]
Meaning and Nature of Services	VIEW
Challenges of Services Marketing	VIEW
Growing Importance of Services Sector in India	VIEW
Classifications of Services and Marketing Implications	VIEW
Services Marketing Management Process	VIEW
E-Services and Self-Services technologies	VIEW

Unit 2 Understanding Consumer Behavior in Services [Book]
Consumer Decision Making in Services	VIEW
Consumer Expectations and Perceptions	VIEW
Service Recovery	VIEW
Defining and Measuring Service Quality and Customer Satisfaction	VIEW
SERVQUAL	VIEW
House of Quality	VIEW
GAPs Model	VIEW

Unit 3 Services Marketing Mix. [Book]
Service Positioning	VIEW
Service Design and Development, Service Blueprinting	VIEW
Service Process	VIEW
Prices of Services	VIEW
Services Distribution Management	VIEW
Integrated Services Communication Mix.	VIEW
Physical Evidence and Servicescape	VIEW
Managing Services Personnel	VIEW
Employee and Customers role in Service Delivery	VIEW
Customer Retention Strategies	VIEW

Unit 4 Marketing Applications in Select Service industries [Book]
Hospitality Services	VIEW
Airlines	VIEW
Tourism Services	VIEW
Healthcare and Wellness	VIEW
Banking and Insurance Services	VIEW
E-Learning Platforms	VIEW