This class was created by Brainscape user Matt Gu. Visit their profile to learn more about the creator.
By:
Matt Gu
- decks
- flashcards
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Decks in this class (13)
Trends & Opportunities, Service Characteristics Affect Marketing Strategy + TB Chapter 1
Blips,
Shifts,
Factors stimulating transformatio...
35
cards
Consumer Behaviour Culture & Service Encounters + TB Chapter 2
Three stage model of service cons...,
Pre purchase stage,
Need awareness
29
cards
Gaps Model
Expected service,
Perceived service,
Knowledge gap
7
cards
Positioning Services + TB Chapter 3
Customer analysis,
Competitor analaysis,
Company analysis
30
cards
Developing Service Products & Brands Distributing Services + TB Chapters 4 & 5
The components of a service product,
Example core supplementary servic...,
Core product
53
cards
Services Pricing & Revenue Management + TB Chapter 6
Objectives for pricing of services,
Revenue and profit objectives,
Patronage and user based objectives
23
cards
Promoting Services & Educating Customers, + TB Chapter 7
5 ws of integrated service commun...,
3 broad target audiences,
Tactical objectives
28
cards
Designing & Managing Service Processes, + TB Chapter 8
Difference between service experi...,
Flowcharting service delivery,
Blueprinting for
18
cards
Value Co-creation, Balancing Demand & Capacity, Waiting Lines & Reservations, + TB Chapter 9
Co creation,
2 types of value co creation vcc ...,
Customer participation dimension
29
cards
Takeaways from Readings
Dart scale,
Dialogue readiness dart,
Access readiness dart
11
cards
Crafting the Service Environment, + TB Chapter 10
Purpose of service environments 2...,
Shape,
Signal
20
cards
Managing People for Service Advantage + TB Chapters 11
Importance of service personnel,
Boundary spanners,
3 main causes of role stress
31
cards
Loyalty and CRM + TB Chapter 12
Lifetime value ltv,
Assessing ltv,
Measuring ltv
23
cards
More about
MRKT355
- Class purpose General learning
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