NPTEL : NOC:Managing Services (Management)

Co-ordinators : Prof. Jayanta Chatterjee


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