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