Service Experience

• • Introduction and Overview of Services Marketing
  • Customer behaviour in a Service Context and Marketing implications
  • Developing service products and brands
  • Distributing Services through physical and electronic channels
  • setting prices and implementing revenue management
  • Promoting Services
  • Designing and Managing Services Process
  • Balancing Demand and capacity
  • Crafting the service environment
  • Managing people for service advantage
  • Managing relationships and building loyalty
  • Complaint handling and service recovery
  • Improving service quality and productivity

No eligibility requirements

Additional requirements

No additional requirements

This course demonstrates the importance of the service sector, how marketing theory differs for this sector, the unique challenges faced by service businesses and the application of service theory in practice. You will develop and expand your management skills in the application of marketing strategies to improve service quality, increase and maintain customer satisfaction, generate customer loyalty and create and manage a healthy service-oriented environment.

Group Assignment Service Audit - 40% Written Individual Assignment Final Report - 60%

• Group Assignment Service Audit (40%)
• Written Individual Assignment Final Report (60%)

For textbook details check your university's handbook, website or learning management system (LMS).