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Services Marketing, MBA Program (Spring 2021)
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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
Semester Schedule
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 February22, 2021)
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 February 25, 2021)
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: QUIZ
Chapter 03: Hands-On Assignment (To be submitted by February 27, 2021)
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 March 13, 2021)
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 April 13, 2021)
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 April 13, 2021)
Mid-Term Examination (Spring 2021)
Midterm Examination- Multiple Choice Questions (MCQ) , Spring 2021
Midterm Examination: Descriptive Part (Spring 2021)
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 April 15, 2021)
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 April 15, 2021)
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
Chapter 10: Physical Evidence and the Servicescape
CHAPTER OBJECTIVES:
Video: Physical Evidence and the Servicescape
Lecture Slide-Chapter 10: Physical Evidence and the Servicescape
Assignment on Services Marketing
Chapter 10: Discussion Forum
Chapter 10: Hands-On Assignment
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
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
CASE STUDY: SERVICES MARKETING
CASE THREE
Presentation
PRESENTATION
Final Assessment
Final Assessment- Multiple Choice Questions (MCQ) Spring-2021
Final Assesment: Descriptive Part (Spring-2021)
Link of all classes
16-01-2021
23-01-2021
30-01-2021
06-02-2021
13-02-2021
20-02-2021
27-02-2021
20-03-2021
27-03-2021
03-04-2021
10-04-2021
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Course info
Services Marketing, MBA Program (Spring 2021)
Teacher:
Masum Iqbal
Skill Level
:
Beginner
