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Services Marketing

This class was created by Brainscape user Natalia Vergara. Visit their profile to learn more about the creator.

By: Natalia Vergara
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Decks in this class (10)

Introduction
Define services,
Explain the services characterist...,
What are the problems besides ser...
4  cards
Theories
The service consumer decision mak...,
Consumer evaluation processes for...,
What are the 7 perceived risks in...
11  cards
Service Quality
What is service quality,
State the 9 main points for under...,
Illustrate the five gaps model of...
12  cards
Managing the customer experience
Define customer experience,
Define customer experience manage...,
State the 6 customer experience m...
10  cards
Touchpoint management
What is touchpoint management,
Touchpoints versus communication ...,
Address the distinction between d...
6  cards
Complaint management
Define complaint and its influenc...,
Define complaint management,
What are the barriers reasons for...
8  cards
Digital Services Management
Illustrate typology of services,
What are the company objectives f...,
Describe the 4 steps of the servi...
7  cards
Internal Services Marketing
Three role stress in frontline em...,
How to successful hr in service f...,
How to train service employees 3
12  cards
External Services Marketing
External marketing elements 4,
Explain the service product,
Explain the core service and supp...
8  cards
EXTRAS: Papers and tedtalks
Dame vivian hunt about how busine...,
A,
Haley van dyck
5  cards

More about
Services Marketing

  • Class purpose General learning

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