Media Storage Type : DVD-ROM
NPTEL Course Name : Services Marketing
NPTEL Subject Matter Expert : Dr. Biplab Datta
NPTEL Co-ordinating Institute : IIT Kharagpur
NPTEL Lecture Count : 40
Lecture Titles:
Lecture 1 - Introduction
Lecture 2 - What is Marketing Management?
Lecture 3 - The Service Process
Lecture 4 - Characteristics of Services
Lecture 5 - Understanding the Macro Environment - I
Lecture 6 - Understanding the Macro Environment - II
Lecture 7 - Understanding the Macro Environment - III
Lecture 8 - Understanding the Macro Environment - IV
Lecture 9 - Understanding the Micro Environment
Lecture 10 - Understanding the Business Environment
Lecture 11 - Exploring Marketing Opportunities - I
Lecture 12 - Exploring Marketing Opportunities - II
Lecture 13 - Segmenting the Market
Lecture 14 - Targeting and Positioning
Lecture 15 - Services Marketing Process
Lecture 16 - Services Marketing Research
Lecture 17 - Understanding Consumer Behaviour
Lecture 18 - New Service Development - I
Lecture 19 - New Service Development - II
Lecture 20 - The Service Product
Lecture 21 - Service Quality - I
Lecture 22 - Service Quality - II
Lecture 23 - Designing the Service Process - I
Lecture 24 - Designing the Service Process - II
Lecture 25 - Developing Service Personnel
Lecture 26 - Educating the Customers - I
Lecture 27 - Educating the Customers - II
Lecture 28 - Managing Service Delivery Channels
Lecture 29 - Managing Channel Conflict
Lecture 30 - Managing Demand and Capacity
Lecture 31 - Designing the Physical Evidence - I
Lecture 32 - Designing the Physical Evidence - II
Lecture 33 - Managing Integrated Marketing Communications - I
Lecture 34 - Managing Integrated Marketing Communications - II
Lecture 35 - Pricing the Service
Lecture 36 - Value Pricing of Services
Lecture 37 - Managing Customers
Lecture 38 - Managing Service Recovery
Lecture 39 - Providing Service Guarantees
Lecture 40 - Consumer Protection