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services marketing

This class was created by Brainscape user Fleur Menue. Visit their profile to learn more about the creator.

By: Fleur Menue
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Decks in this class (16)

Ch 1: Introduction to Services
No deck description has yet been added by the author.
18  cards
Ch 2: Consumer Behaviour in Services
No deck description has yet been added by the author.
5  cards
Ch 3: Customer Expectations of Service
No deck description has yet been added by the author.
9  cards
Ch 4: Customer Perceptions of Service
No deck description has yet been added by the author.
17  cards
Ch 5: The gaps model of service quality
No deck description has yet been added by the author.
11  cards
Ch 7: Building customer relationships
No deck description has yet been added by the author.
13  cards
Ch 8: Service Blueprinting
No deck description has yet been added by the author.
16  cards
Ch 9: Customer-defined service standards
No deck description has yet been added by the author.
10  cards
Ch 10: The physical and virtual servicescape
No deck description has yet been added by the author.
18  cards
Ch 11: Employees' roles and service delivery
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20  cards
Ch 12: Customers' roles in service delivery
No deck description has yet been added by the author.
7  cards
Ch 14: Managing Demand and Capacity
No deck description has yet been added by the author.
10  cards
Ch 17: Pricing of Services
No deck description has yet been added by the author.
38  cards
Ch 15: Service Recovery
No deck description has yet been added by the author.
29  cards
Ch 16: Managing External and Internal Communications
No deck description has yet been added by the author.
8  cards
Ch 18: Service and the Bottom line
No deck description has yet been added by the author.
4  cards

More about
services marketing

  • Class purpose General learning

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