BBA307 Services Marketing GGSIPU BBA NEP 2024-25 5th Sem Notes

Unit 1 [Book]
Services Marketing	VIEW
Services, Service Consumers	VIEW
Difference between Goods and Services Marketing	VIEW
Challenges of Services Marketing	VIEW
Role of Internal and Interactive Marketing in Services	VIEW
Services Marketing Myopia	VIEW
Expanded Services Marketing Mix.	VIEW
Levels of Service Expectations	VIEW
Factors influencing Consumers Perception of Service	VIEW
Different Types, Determinants of Service Quality	VIEW
Gap Model of Service Quality	VIEW
SERVQUAL Instrument to Measure Service Quality	VIEW
Other Instruments to Measure Service Quality	VIEW

Unit 2 [Book]
Service as Product	VIEW
Distinction between Core, Facilitating, and Support Services	VIEW
Service Life Cycle	VIEW
Different Levels of Customer Participations in the Creation of Service	VIEW
Strategies to enhance the Customer Participation in Service Production and Delivery	VIEW
Service Blueprinting and its Benefits	VIEW
Customer Service Standards	VIEW
Strategies to Manage Fluctuations of Demand in the Creation and Delivery of Services	VIEW
Service Delivery Intermediaries	VIEW
Service Delivery Process	VIEW
Service Pricing: Setting up Service Price, Costs, Perceived Value and Competition	VIEW
Revenue Management in Specific Service Industries	VIEW
Pricing Concepts: Price Bundling, Captive Pricing, Two-Part Pricing, Loss Leadership Pricing and Result Based Pricing	VIEW
Price Competition Challenges	VIEW

Unit 3 [Book]
Services Branding	VIEW
Physical Evidence in Service	VIEW
Service Communication, Challenges in Designing Communication Programme for Services, Service Communication Problems	VIEW
Strategies for Matching Service Promises with Delivery	VIEW
Services Advertising	VIEW
Role of Promotion in Marketing of Services	VIEW
Servicescape, The roles played by the Servicescape, and its effects	VIEW
Environmental Dimensions of Servicescape; High-Contact and Low-Contact	VIEW
Approaches for Understanding Servicescape Effects	VIEW

Unit 4 [Book]
Service Failures, Strategies and Tactics of Service Recovery in the Event of a Service Failure	VIEW
Service Guarantee	VIEW
Customer Feedback System	VIEW
Human Resource Strategies for Customer Oriented Service Delivery	VIEW
Internal Marketing in Delivering the Promise Made to Customers (Through External Marketing)	VIEW
Interactive Marketing	VIEW
Managing the Moments of Truth	VIEW
Guideline For People in Service Organizations	VIEW
Service Oriented Organizational Structure	VIEW
Customer Loyalty	VIEW
Customer Lifetime Value	VIEW
Customer Equity	VIEW
Framework for Building Customer Loyalty	VIEW
AI in Service Marketing	VIEW
Business Process Outsourcing (BPO)	VIEW
Knowledge Process Outsourcing (KPO)	VIEW
Marketing e-Services	VIEW