Service and Relationship Marketing - H1 Notes - Easy to understand, full course covered, lots of examples

Description

All 12 weeks have been covered in full. Clear, concise summaries with lots of definitions and examples to use in exam. Easy-to-understand explanations of course content. Topics covered: 1. Introduction to Service and the Service Economy 2. Buyer Behaviour 3. Perceived Service Quality and Customer Satisfaction 4. Managing Expectations, Consumer Delight and Perceived Value 5. Service Research and Performance Metrics 6. Communication in Services 7. Managing Capacity and Demand 8. Service Pricing and Process 9. Relationship Marketing and CRM 10. Service Delivery - Role of Personnel and Customers 11. Service Recovery and Guarantees