NOC:Services Marketing: Integrating People, Technology, Strategy


Lecture 1 - New Perspectives on Marketing in the Service Economy - Part 1


Lecture 2 - New Perspectives on Marketing in the Service Economy - Part 2


Lecture 3 - New Perspectives on Marketing in the Service Economy - Part 3


Lecture 4 - Consumer Behavior in the Service Context - Part 1


Lecture 5 - Consumer Behavior in the Service Context - Part 2


Lecture 6 - Consumer Behavior in the Service Context - Part 3


Lecture 7 - Positioning Services in Competitive Markets - Part 1


Lecture 8 - Positioning Services in Competitive Markets - Part 2


Lecture 9 - Developing Service Products - Part 1


Lecture 10 - Developing Service Products - Part 2


Lecture 11 - Developing Service Products - Part 3


Lecture 12 - Distributing Services through Physical and Electronic Channels - Part 1


Lecture 13 - Distributing Services through Physical and Electronic Channels - Part 2


Lecture 14 - Setting Prices and Implementing Revenue Management - Part 1


Lecture 15 - Setting Prices and Implementing Revenue Management - Part 2


Lecture 16 - Setting Prices and Implementing Revenue Management - Part 3


Lecture 17 - Promoting Services and Educating Customers - Part 1


Lecture 18 - Promoting Services and Educating Customers - Part 2


Lecture 19 - Promoting Services and Educating Customers - Part 3


Lecture 20 - Designing and Managing Service Processes - Part 1


Lecture 21 - Designing and Managing Service Processes - Part 2


Lecture 22 - Balancing Demand and Productive Capacity - Part 1


Lecture 23 - Balancing Demand and Productive Capacity - Part 2


Lecture 24 - Balancing Demand and Productive Capacity - Part 3


Lecture 25 - Crafting Service Environment - Part 1


Lecture 26 - Crafting Service Environment - Part 2


Lecture 27 - Managing People for Service Advantage - Part 1


Lecture 28 - Managing People for Service Advantage - Part 2


Lecture 29 - Managing People for Service Advantage - Part 3


Lecture 30 - Managing Relationships and Building Loyalty - Part 1


Lecture 31 - Managing Relationships and Building Loyalty - Part 2


Lecture 32 - Managing Relationships and Building Loyalty - Part 3


Lecture 33 - Complaint Handling and Service Recovery - Part 1


Lecture 34 - Complaint Handling and Service Recovery - Part 2


Lecture 35 - Complaint Handling and Service Recovery - Part 3


Lecture 36 - Improving Service Quality and Productivity - Part 1


Lecture 37 - Improving Service Quality and Productivity - Part 2


Lecture 38 - Improving Service Quality and Productivity - Part 3


Lecture 39 - Striving for Service Leadership and Creating the Seamless Service Firms - Part 1


Lecture 40 - Striving for Service Leadership and Creating the Seamless Service Firms - Part 2