Paper has been designed such that it acquaints the students with the emerging trends in the service sector and handling the issues involved in the management of service.
Introduction: Concept of Services, Characteristics, Difference between Goods and Services, Concept of Service Marketing, Significance of service marketing
Marketing Mix: Concept of Marketing mix of services ,Importance, Types of marketing mix of services-Product, Price ,Place, Promotion, People, Process and Physical Evidence.
Integrated Service Marketing Triangle
Service Quality Management: Concept, Service Quality and customer satisfaction, Dimensions of service quality, GAP model of Service quality, SERVQUAL model
Managing Service Delivery Process
Managing physical evidence of services, Managing people for service advantage, designing and managing service processes
Service Failure and Recovery :Types of service failure , Service recover strategies
Customer retention-Concept and importance ,Loyalty programs, concept of Warranty and guarantee