Services Marketing (V-U)

4. Classification of services (V-U)

25. The new service development (V-U)

40. Service Communication (V-U)

26. Planning proces, Front-end planning (V-U)

41. Managing promises & expectations (V-U)

27. Considerations for a complete blueprint (V-U)

28. Establishing an operational position (V-U)

42. Improve customer education (V-U)

29. Establishing an operational position (Cont.) (V-U)

43. Role of pricing (V-U)

3. Marketing approaches (V-U)

44. The basis of demand-based pricing (V-U)

30. Job design (V-U)

45. The recap (V-U)

31. Service standards (V-U)

5. Classification of services…contd. (V-U)

6. Classification of services…cont’d (V-U)

7. Marketing mix of services (V-U)

8. The provider gap– its levels (V-U)

9. The purchase process of services (V-U)