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In this course you will learn :
- Week 1 : What is Service?/Evolving Service Markets/The Service Customers/Product Service Systems/The Service Act Seamless Service
- Week 2 : Service Management Elements/Core Vs. Supplementary Services/Intangibility of Services/Response to IHIP Challenges/Process & Promotion/Process Issues in Service
- Week 3 : Challenges of Services-1/Service Uniqueness-2/Consumer in the Services Flow-1/Service Consumer Behaviour-2/Customer Co Creation of Services-1/Customer Co Creation of Services-2
- Week 4 : Positioning the Service Offering/Important Vs. Determinant attributes/Positioning & Brand Creation/Positioning Maps/Designing & Managing Service as a Process/Balancing Demand & Capacity
- Week 5 : Service Logistics & Service Channels/E-Services/Service Failure/Service & the New Media/Service Recovery/Integrating People & Process for Service Leadership
- Week 6 : Pricing Fundamentals/Pricing Fundamentals/Service Pricing/Service Pricing/Revenue Management/Revenue Management
- Week 7 : Managing Service Productivity/Developing the Relation Focused Service Excellence/Customer as Co-creator
- Week 8 : Service Entrepreneurs/Service Professionals/Service Business Models/Service Globalization/Creating Customer focused Service Leadership
