Virtual University

18. Elements in effective research (V-U)

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

28. Buying process (A. Consumer Buyer) (V-U)

19. Performance, gap scores (V-U)

34. Physical evidence strategy (V-U)

29. Buying process (B. Business Buyer i. Account Purchasing Process) (V-U)

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

Lecture 1 (V-U)

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

3. Selling and Marketing Concept, Organization structure in Marketing Concept (V-U)

20. Research for upward communication (V-U)

Lecture 10 (V-U)

36. Strategies for managing people (V-U)

30. Buying process (B. Business Buyer ii. Buying Center) Cont. (V-U)

21. Benefits of relationship marketing (V-U)

Lecture 11 (V-U)

37. Distribution (V-U)

31. Developing the selling function (2. Building Account Relationship) (V-U)

22. Relationship strategies (V-U)

Lecture 12 (V-U)

38. Distribution management (V-U)

23. Recovery strategies (V-U)

Lecture 13 (V-U)

39. Demand management strategies (V-U)

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