services marketing 2

SERVICES MARKETING Sub Code:12MBAMM314 IA Marks : 50 No.of Lecture Hrs/week : 04 Exam Hrs. : 03 Hours Total No. of Lecture Hrs. : 56 Exam Marks : 100 Practical Component : 01 Hr/ Week Module I (6 Hours) Introduction to services: Concepts, Contribution & reasons for the growth of services sector, Difference in goods and service in marketing, Myths about services, Characteristics of Services, Concept of service marketing triangle, Service marketing mix, GAP models of service quality. Marketing challenges in service industry. Module II (7 Hours) Consumer behaviour in services: Search, Experience and Credence property, Customer expectation of services, Two levels of expectation, Zone of tolerance, Factors influencing customer expectation of services. Customer perception of services- Factors that influence customer perception of service, Service encounters, Customersatisfaction, Strategies for influencing customer perception. Module III (5 Hours) Understanding customer expectation through market research: Key reasons for GAP 1, Using marketing research to understand customer expectation, Types of service research, Building customer relationship through retention strategies Relationship marketing , Evaluation of customer relationships, Benefits of customer relationship, levels of retention strategies, Market segmentation-Basis & targeting in services.

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