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service management and marketing

This class was created by Brainscape user Unknown Unknown. Visit their profile to learn more about the creator.

By: Unknown Unknown
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Decks in this class (17)

Part 1 - Ch1
No deck description has yet been added by the author.
10  cards
Part1 Chapter 2
No deck description has yet been added by the author.
6  cards
Part 2 Ch 3: Consumer Behaviour in Services
No deck description has yet been added by the author.
10  cards
Part 2 Ch 4: Customer Expectations of Service
No deck description has yet been added by the author.
20  cards
Part 2 - Ch5 Customer Perceptions of Service
No deck description has yet been added by the author.
15  cards
Part 3 Ch6: Listening to Customers
No deck description has yet been added by the author.
5  cards
Part 3 Ch7: Building Customer Relationship
No deck description has yet been added by the author.
21  cards
Part 4 Ch8 Service Innovation and Design
No deck description has yet been added by the author.
23  cards
Part 4 Ch9 Customer-defined Service standards
No deck description has yet been added by the author.
11  cards
Part Ch. 10 The Physical and Virtual Servicescape
No deck description has yet been added by the author.
22  cards
Part 5 Ch11 Employee's roles in service delivery
No deck description has yet been added by the author.
12  cards
Part 5 Ch12 Customers' role in service delivery
No deck description has yet been added by the author.
22  cards
Part 5 Ch13 Delivering service through electronic channels and intermediaries
No deck description has yet been added by the author.
25  cards
Part 5 Ch14 Managinh demand and capacity
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4  cards
Part 5 Ch15 Service recovery
No deck description has yet been added by the author.
14  cards
Part 6 - 16 Managing Service Promises
No deck description has yet been added by the author.
18  cards
Part 6 - 17 Pricing of Service
No deck description has yet been added by the author.
8  cards

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service management and marketing

  • Class purpose General learning

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