Semester 1, 2018

COMPLETE Service and Relationship Marketing Notes

4 pages

10,000 words




Detailed but summarized!

Week 1: Introduction to Service and the Sharing Economy
Week 2: Service Encounter
Week 3: Perceived Service Quality and Customer Satisfaction
Week 4: Managing Expectations, Customer Delight & Perceived Value Week 5: Communication in Services (Service communication and managment of physical evidence)
Week 6: Service Pricing and Process
Week 7: Managing Capacity and Demand
Week 8: ANZAC Holiday
Week 9: Relationship marketing and CRM
Week 10: Value Co-Creation: Role of Customers and Front-line Staff Week 11: Service Recovery and Guarantees
Week 12: Guest Lecture + Exam Information