Service Management and Marketing

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Decks in this class (17)

Part 1 - Ch1
Definition of service,
Characteristics of service,
Characteristics of services heter...
10  cards
Part1 Chapter 2
The customer gap,
Gap 1 not knowing what customer e...,
Multiple causes of gap 1
6  cards
Part 2 Ch 3: Consumer Behaviour in Services
Consumer evaluation processes for...,
Experience qualities after,
Consumer evaluation processes for...
10  cards
Part 2 Ch 4: Customer Expectations of Service
Importance of customer expectations,
Consequences of being wrong in cu...,
What is an expectation
20  cards
Part 2 - Ch5 Customer Perceptions of Service
Quality definition,
Satisfaction,
Service quality
15  cards
Part 3 Ch6: Listening to Customers
Conducting research chapter 6 and...,
Marketing research,
Marketing research 2
5  cards
Part 3 Ch7: Building Customer Relationship
Relationship marketing,
Evolution of relationships,
Content of relationships
21  cards
Part 4 Ch8 Service Innovation and Design
Part 6 address provider gap 2,
Challenges of service innovation,
Risks related to services innovation
23  cards
Part 4 Ch9 Customer-defined Service standards
Chapter 9 is for provider 2 stand...,
The art of standardizing,
Why develop standards
11  cards
Part Ch. 10 The Physical and Virtual Servicescape
Physical evidence,
Virtual evidence,
Physical virtual evidence
22  cards
Part 5 Ch11 Employee's roles in service delivery
3 drivers and challenges for serv...,
Exhibiting service leadership,
Developing service culture
12  cards
Part 5 Ch12 Customers' role in service delivery
The role of customers co creating...,
However customer sometimes are un...,
Levels of customer participation ...
22  cards
Part 5 Ch13 Delivering service through electronic channels and intermediaries
Multi channel strategy,
Omni channel strategy,
Benefits of electronic service di...
25  cards
Part 5 Ch14 Managinh demand and capacity
Lack of inventory capability in s...,
Strategies for matching capacity ...,
Strategies for shifting demand to...
4  cards
Part 5 Ch15 Service recovery
Service failure,
Service recovery,
Service recovery effects
14  cards
Part 6 - 16 Managing Service Promises
What is the communication gap wha...,
What is integrated marketing comm...,
What is integrated marketing comm...
18  cards
Part 6 - 17 Pricing of Service
3 key differences between custome...,
3 key differences between custome...,
T
8  cards

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Service Management and Marketing

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