Mgt 633
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LOVELY MESSAGING SERVICE www.lmsindia.page.tl
Course M G T Code: L 3
T 1
6 P 0
3
3
Course SERVICE MARKETING Title:
Credit (or Max. Marks) 4
CA 40
Weightages MTE ETE 20 40
Pre-requisites: Sr. No.
Topic
1.
The emergence of service economy, understanding service characteristics, origin and growth, services market environment Classification of services, marketing products versus services,services marketing mix,sevices trinity, the service segmentation, service strategy Service quality issues and integrated gaps model of service quality Listening to customer requirements, understanding customer expectations and perceptions through marketing research Understanding service encounter
2. 3 4 5 6 7 8 9. 10. 11 12. 13. 14. 15.
Developing service recovery strategies, developing service strategy, design and standards, developing services blueprint Positioning a services in the market place, understanding positioning maps, designing servicescape Delievering and performing service , understanding employees and customers role in service delivery delivering service through intermediaries, electronic channels demand and supply management, managing waiting lines Managing service promises, integrated services marketing communication, pricing of services Market of financial and insurance services Marketing of hospitality, travel and tourism products Marketing of educational, software and other professional services Marketing of health care, cellular and entertainment services Total
Approximate No. of Lectures (Schedule keeping total as 12*L) 2 4 3 3 1 2 3 2 3 2 3 2 2 2 2 36
Course M G T Code: L 3
T 1
6 P 0
3
3
Course SERVICE MARKETING Title:
Credit (or Max. Marks) 4
CA 40
Weightages MTE ETE 20 40
Pre-requisites: Sr. No.
Topic
1.
The emergence of service economy, understanding service characteristics, origin and growth, services market environment Classification of services, marketing products versus services,services marketing mix,sevices trinity, the service segmentation, service strategy Service quality issues and integrated gaps model of service quality Listening to customer requirements, understanding customer expectations and perceptions through marketing research Understanding service encounter
2. 3 4 5 6 7 8 9. 10. 11 12. 13. 14. 15.
Developing service recovery strategies, developing service strategy, design and standards, developing services blueprint Positioning a services in the market place, understanding positioning maps, designing servicescape Delievering and performing service , understanding employees and customers role in service delivery delivering service through intermediaries, electronic channels demand and supply management, managing waiting lines Managing service promises, integrated services marketing communication, pricing of services Market of financial and insurance services Marketing of hospitality, travel and tourism products Marketing of educational, software and other professional services Marketing of health care, cellular and entertainment services Total
Approximate No. of Lectures (Schedule keeping total as 12*L) 2 4 3 3 1 2 3 2 3 2 3 2 2 2 2 36
