Services Marketing (V-U)

1. Introduction (V-U)

10. The purchase process of services (Cont.) (V-U)

11. Zone of tolerance (V-U)

12. Consumer expectations (V-U)

13. Satisfaction and quality (V-U)

14. Dimensions of quality (V-U)

15. Quality dimensions and the themes (V-U)

16. Objectives of research (V-U)

17. Criteria for effective research (V-U)

32. Values & value system (V-U)

18. Elements in effective research (V-U)

33. Importance of physical evidence (PE) (V-U)

19. Performance, gap scores (V-U)

34. Physical evidence strategy (V-U)

2. The importance of the services sector (V-U)

35. Closing gap 3–People/Employees (V-U)

20. Research for upward communication (V-U)

36. Strategies for managing people (V-U)

21. Benefits of relationship marketing (V-U)

37. Distribution (V-U)

22. Relationship strategies (V-U)

38. Distribution management (V-U)

23. Recovery strategies (V-U)

39. Demand management strategies (V-U)

24. Service guarantees & Gap 2 (V-U)