Virtual University

Lecture 14 (V-U)

4. Classification of services (V-U)

25. The new service development (V-U)

Lecture 32 (V-U)

Lecture 15 (V-U)

40. Service Communication (V-U)

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

Lecture 16 (V-U)

41. Managing promises & expectations (V-U)

Lecture 33 (V-U)

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

Lecture 34 (V-U)

28. Establishing an operational position (V-U)

42. Improve customer education (V-U)

Lecture 17 (V-U)

Lecture 35 (V-U)

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

Lecture 18 (V-U)

43. Role of pricing (V-U)

Lecture 36 (V-U)

3. Marketing approaches (V-U)

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

Lecture 19 (V-U)

Lecture 37 (V-U)

30. Job design (V-U)