LEJ4Learning

 

1. Introduction
2. The importance of the services sector an…
3. Marketing approaches and characteristics…
4. Classification of services
5. Classification of services…contd.
6. Classification of services…cont’d & Bene…
7. Marketing mix of services
8. The provider gap– its levels & the cust…
9. The purchase process of services
10. The purchase process of services…cont’d …
11. Zone of tolerance & Maslow’s hierarchy i…
12. Consumer expectations
13. Satisfaction and quality
14. Dimensions of quality
15. Quality dimensions and the themes
16. Objectives of research
17. Criteria for effective research…cont’d
18. Elements in effective research…cont’d
19. Performance, gap scores, and competition…
20. Research for upward communication & Rela…
21. Benefits of relationship marketing
22. Relationship strategies
23. Recovery strategies
24. Service guarantees & Gap 2
25. The new service development
26. Planning process……… Front-end planning
27. Considerations for a complete blueprint
28. Establishing an operational position
29. Establishing an operational position…….
30. Job design
31. Service standards
32. Values & value system
33. Importance of physical evidence (PE)
34. Physical evidence strategy & Closing gap…
35. Closing gap 3–People/Employees
36. Strategies for managing people…cont’d & …
38. Distribution management & Managing suppl…
41. Managing promises & expectations
42. Improve customer education
43. Role of pricing
44. The basis of demand-based pricing

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