Kalyani Service Marketing MCom PU Chandigarh
Kalyani Service Marketing MCom PU Chandigarh
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CONTENTS
| UNIT - I | UNIT -III |
| 1. Concept of Services | 12. Designing and Managing Services Processes |
| 2. Consumer Behaviour in Services | 13. Managing Demand And Supply |
| 3. Customer Relationship Marketing in Services | 14. Managing Waiting Lines |
| 4. Positioning of Services | 15. Extended Services Marketing Mix |
| 5. Marketing Segmentation | 16. The Services Marketing Environment |
| UNIT - II | 17. Role of Employees in Service Marketing |
| 6. Classification of Services | UNIT - IV |
| 7. Service Design and Development | 18. Customer Involvement in Service Delivery |
| 8. Advertising For Services | 19. Feedback/ Recovery and Loyalty |
| 9. Branding and Packaging of Services | 20. The Services Marketing Triangle |
| 10. Pricing of Services | 21. Service Quality Dimensions |
| 11. Role of Intermediaries in Service Delivery |
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