Media Storage Type : 32 GB USB Stick
NPTEL Subject Matter Expert : Prof. Jayanta Chatterjee
NPTEL Co-ordinating Institute : IIT Kanpur
NPTEL Lecture Count : 48
NPTEL Course Size : 12 GB
NPTEL PDF Text Transcription : Available and Included
NPTEL Subtitle Transcription : Available and Included (SRT)
Lecture Titles:
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