Its that time of the year again when we go through the underlying theories surrounding the servicescape or what is also known as atmospherics. The recording of the lecture and details of powerpoint slides etc is below. [stream provider=video base=x:/old.marketing101.co.uk/wp-content/video/ flv=servicescape 2010 mobile.m4v img=servicescape 2010.jpg hd=servicescape 2010 large.m4v mp4=servicescape 2010 mobile.m4v embed=false share=true width=480 height=270 [...]
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My thanks to those of the braved the rain to make the lecture this afternoon. For those of you that didn’t manage to get here for whatever reason, this post includes an mp3 of the lecture and also a video of the lecture to the slides as well as a pdf download, so feel free [...]
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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 .
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Lecture Overview Defining Service Quality Evaluating Quality Technical & Functional Quality Researching Service Quality The SERVQUAL instrument The slides are available here .
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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 .
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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 .
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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 [...]
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As some may know I recorded last weeks lecture on the Servicescape and Atmospherics. This is now avialable as a download able MP3 file HERE and also as a video below in which I have taken the MP3 and synchronised it with the slides themselves.
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I am really looking forward to tomorrows lecture on the ‘Servicescape’ or ‘Atmospherics’. This lecture is slightly different as it does not really follow any particular chapter of a book; instead it is the culmination of about 30 different research articles spanning a 35 year period. If you are interested in a book chapter that [...]
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In this session covering the Service Encounter we look at, 1. Defining the service encounter 2. Different types of service encounter 3. Frameworks for analysing the service encounter 4. Joint consumption 5. Service failure and recovery Download the slides here
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