Browse >
Home / Archive: November 2009
Lecture Overview Introduction to communication theory and promotion The impact of intangibility, inseparability and perishability on promoting services Communicating with intermediaries Services advertising research The slides are available here .
Read more »
Lecture Overview Defining Service Quality Evaluating Quality Technical & Functional Quality Researching Service Quality The SERVQUAL instrument The slides are available here .
Read more »
Lecture Overview Service delivery design I Customers visit service site Organisation comes to customer Remote transactions Service delivery design II Role of intermediaries The slides are available here .
Read more »
Lecture Overview The cause of the problem The relationship between capacity and demand Strategies to manage demand Strategies to manage capacity Managing waiting customers Yield Management Slides themselves available here .
Read more »
Services Marketing WK4 introduces Relationship Marketing to the mix, starting with the basic generic theory of the Layalty Ladder & Six Markets Model before moving on to the areas of Customer Relationship Management (CRM) and terms that define what we actually mean by CRM and some of the reasons for large scale project failures in [...]
Read more »
