DIU-BLC
  • Services Marketing, MBA Program (Spring-2023)
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  • Course data
    Welcome to the Course-Services Marketing
    Course Information
    Course Description
    Course Rationality
    Video: Services Marketing
    Course Objectives
    Learning Outcomes
    Instructor's Profile
    Contact
    Primary Guidelines for the Students
    Course outline: Services Marketing
    Books Recommended
    e-Book
    e-Book
    e-Book
    Assessment
    Discussion Forum: Announcements
    Announcements
    Chapter 01: Introduction to Services
    CHAPTER OBJECTIVES:
    Video: Introduction to Services
    Lecture Slide-Chapter 01: Introduction to Services
    Video: Introduction to Services
    Video: Introduction to Services Marketing
    Video: Characteristics of services
    Chapter 01: Discussion Forum
    CHAPTER 01: QUIZ
    Chapter 01: Hands-On Assignment (To be submitted by June 11, 2023)
    Chapter 02: Conceptual Framework of the Book: The Gaps Model of Service Quality
    CHAPTER OBJECTIVES:
    Video: The Gaps Model of Service Quality
    Lecture Slide-Chapter 02: Conceptual Framework of the Book: The Gaps Model of Service Quality
    Video: The Gaps Model of Service Quality
    Video: Gaps Model by Professor Mohammed Masum Iqbal, PhD
    Service Gap model: Gap analysis explained
    Chapter 02: Discussion Forum
    CHAPTER 02: QUIZ
    Chapter 02: Hands-On Assignment (To be submitted by June 11, 2023)
    Chapter 03: Customer Expectations of Service
    CHAPTER OBJECTIVES:
    Video: Customer Expectations of Services
    Lecture Slide-Chapter 03: Customer Expectations of Service
    Video: Customer Expectations of Service
    Chapter 03: Discussion Forum
    Chapter 03: Hands-On Assignment (To be submitted by June 11, 2023)
    Chapter 04: Customer Perceptions of Service
    CHAPTER OBJECTIVES:
    Video: Customer Perceptions of Services
    Lecture Slide-Chapter 04: Customer Perceptions of Service
    Video: Customer Perceptions of Service
    Chapter 04: Discussion Forum
    CHAPTER 04: QUIZ
    Chapter 04: Hands-On Assignment (To be submitted by June 11, 2023)
    CASE STUDY: SERVICES MARKETING
    CASE ONE
    Chapter 05: Listening to Customers through Research
    CHAPTER OBJECTIVES:
    Video: Listening to Customers through Research
    Lecture Slide-Chapter 05: Listening to Customers through Research
    Video: How can Servqual measure the service quality?
    Chapter 05: Discussion Forum
    Chapter 05: Hands-On Assignment (To be submitted by June 11, 2023)
    Chapter 06: Building Customer Relationships
    CHAPTER OBJECTIVES:
    Video: Building Customer Relationships
    Lecture Slide-Chapter 06: Building Customer Relationships
    The 7 B's of Relationship Building | Mark Sanborn, Customer Service ExpertURL
    Chapter 06: Discussion Forum
    CHAPTER 06: QUIZ
    Chapter 06: Hands-On Assignment (To be submitted by June 11, 2023)
    Mid-Term Examination (Spring 2023)
    Chapter 07: Service Recovery
    CHAPTER OBJECTIVES:
    Lecture Slide-Chapter 07: Service Recovery
    Assignment
    Video: Service Recovery
    Chapter 07: Discussion Forum
    CHAPTER 07: QUIZ
    Chapter 07: Hands-On Assignment (To be submitted by June 11, 2023)
    Chapter 08: Service Innovation and Design
    CHAPTER OBJECTIVES:
    Video: Service Innovation and Design
    Lecture Slide-Chapter 08: Service: Innovation and Design
    Assignment - Service Blueprinting
    Service blueprint & Service process explained with example
    Chapter 08: Discussion Forum
    Chapter 08: Hands-On Assignment (To be submitted by June 11, 2023)
    CASE STUDY: SERVICES MARKETING
    CASE TWO
    Chapter 09: Customer-Defined Service Standards
    CHAPTER OBJECTIVES:
    Video: Customer-Defined Service Standards
    Lecture Slide-Chapter 9: Customer-Defined Service Standards
    Chapter 09: Discussion Forum
    Chapter 09: Hands-On Assignment (To be submitted by June 11, 2023)
    Chapter 10: Physical Evidence and the Servicescape
    CHAPTER OBJECTIVES:
    Video: Physical Evidence and the Servicescape
    Lecture Slide-Chapter 10: Physical Evidence and the Servicescape
    Chapter 10: Discussion Forum
    Chapter 10: Hands-On Assignment (To be submitted by June 11, 2023)
    Chapter 11: Employees’ Roles in Service
    CHAPTER OBJECTIVES:
    Video: Employees’ Roles in Service
    Lecture Slide-Chapter 11: Employees’ Roles in Service Delivery
    Chapter 11: Discussion Forum
    Chapter 11: Hands-On Assignment (To be submitted by June 11, 2023)
    Chapter 12: Customers’ Roles in Service
    CHAPTER OBJECTIVES:
    Video: Customers' Role in Services Marketing
    Lecture Slide-Chapter 12: Customers’ Roles in Service Delivery
    Chapter 12: Discussion forum
    Chapter 12: Hands-On Assignment (To be submitted by June 11, 2023)
    CASE STUDY: SERVICES MARKETING
    CASE THREE
    Presentation
    PRESENTATION
    Final Assessment
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    Services Marketing, MBA Program (Spring-2023)

    • Teacher: Masum Iqbal
    Skill Level: Beginner

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