NOC:Managing Services


Lecture 1 - What is Service?


Lecture 2 - Evolving Service Markets


Lecture 3 - The Service Customers


Lecture 4 - Product Service Systems


Lecture 5 - The Service Act


Lecture 6 - Seamless Service


Lecture 7 - Service Management Elements


Lecture 8 - Core Vs. Supplementary Services


Lecture 9 - Intangibility of Services


Lecture 10 - Response to IHIP Challenges


Lecture 11 - Process & Promotion


Lecture 12 - Process Issues in Service


Lecture 13 - Challenges of Services-1


Lecture 14 - Service Uniqueness-2


Lecture 15 - Consumer in the Services Flow-1


Lecture 16 - Service Consumer Behavior-2


Lecture 17 - Customer Co Creation of Services-1


Lecture 18 - Customer Co Creation of Services-2


Lecture 19 - Current Service Map to New Service Design


Lecture 20 - Current Service Map to New Service Design.


Lecture 21 - Case Study on Service Excellence-1


Lecture 22 - Case Study on Service Excellence-2


Lecture 23 - Services Excellence - Culture


Lecture 24 - People in Services


Lecture 25 - Position - Value Proposition-1


Lecture 26 - Position - Value Proposition-2


Lecture 27 - Branding Services-1


Lecture 28 - Distributing Services


Lecture 29 - Distributing Services


Lecture 30 - Network of Services


Lecture 31 - Strategy for Service Businesses


Lecture 32 - Strategy for Service Businesses.


Lecture 33 - Strategy for Service Businesses..


Lecture 34 - Pricing - Basic Concepts


Lecture 35 - Service Pricing


Lecture 36 - Service Pricing.


Lecture 37 - Service Quality-I


Lecture 38 - Service Quality-II


Lecture 39 - Service Quality-III


Lecture 40 - Service Complaints and Recovery Strategies


Lecture 41 - Loyalty - Relationship-I


Lecture 42 - Loyalty - Relationship-II


Lecture 43 - Strategy Canvas - Service Portfolio Analysis


Lecture 44 - Loyalty - Relationship


Lecture 45 - Managing Partner Relationships


Lecture 46 - Global Service Ecosystem - Contemporary Issues


Lecture 47 - Service Ecosystem - Service Innovation


Lecture 48 - Services as Systems: A Holistic Approach