Service and Relationship H1 Ultimate Notes Lec + Reading

Description

This note includes Everything that you need to know in the subject. Lec notes + key points in the required reading are all included. Topics include: - Lecture 1 Introduction to Service and the Sharing Economy - Lecture 2 – Service Encounter - lecture 3 – Perceived service quality and customer satisfaction - Lecture 4 – managing expectations, customer delight and perceived value - Lecture 5 – communication and the Servicescape - Lecture 6: Service pricing and process - Lecture 7: Managing Capacity & Demand - (Lecture 8: mid sem test No lecture) - Lecture 9: Relationship Marketing and CRM - Lecture 10: Value Co-Creation Role of Customers and Front-line Staff - Lecture 11: Service Recovery and Guarantees