Services Marketing WK8 – Service brands and promoting services
November 30, 2009
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 »
Services Marketing WK7 – Services Quality
November 30, 2009
Defining Service Quality
Evaluating Quality
Technical & Functional Quality
Researching Service Quality
The SERVQUAL instrument
The slides are available here . Read more »
Services Marketing WK6 – Making Services Accessible
November 30, 2009
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 »
Services Marketing WK5 – Balancing Capacity & Demand
November 30, 2009
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 – Relationship Marketing
November 2, 2009
