1 |
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Introduction to service marketing |
Lecture, Question-Answer, Discussion |
2 |
Reading |
Customer satisfaction and service quality |
Lecture, Question-Answer, Discussion |
3 |
Reading |
Customer expectations and management |
Lecture, Question-Answer, Discussion |
4 |
Reading |
Customer behaviours and perception of service quality |
Lecture, Question-Answer, Discussion |
5 |
Reading |
Physical elements in service presentation (serviscape) |
Lecture, Question-Answer, Discussion |
6 |
Reading |
Concept of output in service marketing |
Lecture, Question-Answer, Discussion |
7 |
Reading |
New service design (Blue Print) |
Lecture, Question-Answer, Discussion |
8 |
- |
MID-TERM EXAM |
- |
9 |
Reading |
Pricing of the services |
Lecture, Question-Answer, Discussion |
10 |
Reading |
Income management (Yield management) |
Lecture, Question-Answer, Discussion |
11 |
Reading |
Offer management in service sector |
Lecture, Question-Answer, Discussion |
12 |
Reading |
Demand management in service sector |
Lecture, Question-Answer, Discussion |
13 |
Reading |
Ways of customer retention |
Lecture, Question-Answer, Discussion |
14 |
Reading |
Case Study |
Lecture, Question-Answer, Discussion |
15 |
Reading |
Case Study |
Lecture, Question-Answer, Discussion |
16 |
- |
FINAL EXAM |
- |
17 |
- |
FINAL EXAM |
- |