H1 NOTES - MKTG30003: Service & Relationship Exam Preparation Notes
Subject notes for UniMelb MKTG30003
I absolutely loved undertaking Service & Relationship in 2020 and achieved a H1 with these VERY comprehensive notes! They are amazing for refreshing concepts for assignments, mid-semester tests, as a general reference throughout the semester and of course, for exam revision.
☆ TOPICS COVERED ☆
Lecture 1: Introduction to Service and the Sharing Economy
Lecture 2: Service Encounter
Lecture 3: Service Quality and Customer Satisfaction
Lecture 4: Customer Expectations, Delight & Perceived Value
Lecture 5: Service Research and Managing Supply and Demand
Lecture 6: Management of physical and virtual evidence
Lecture 7: Service pricing, process and communication strategies
Lecture 8: Relationship Marketing and CRM
Lecture 9: Service Delivery: The changing role of organisational frontlines
Lecture 10: Service Recovery Guarantees
NOTE: Lecture 11 is not included as it was only a revision lecture and contained no new examinable content.
Semester 1, 2020