Course Overview
Service is the key economic engine for most developed countries and also for emerging economies like India. This course focuses on the interdisciplinary nature of Service Management seamlessly spanning Marketing, Operations, Technology and People Management. New Service Business Models will be explored that seek to balance People, Planet concerns with Profit objectives.
Duration = 720 mins
Authors
Course Content
The courses in this category work well with Inte...
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Syllabus
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Announcements
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What is Service?
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Evolving Service Markets
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The Service Customers
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Product Service Systems
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The Service Act
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Seamless Service
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Service Management Elements
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Core Vs. Supplementary Services
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Intangibility of Services
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Response to IHIP Challenges
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Process & Promotion
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Process Issues in Service
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Challenges of Services-1
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Service Uniqueness -2
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Consumer in the Services Flow-1
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Service Consumer Behavior-2
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Customer Co Creation of Services-1
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Customer Co Creation of Services-2
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Current Service Map to New Service Design
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Current Service Map to New Service Design.
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Case Study on Service Excellence - 1
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Case Study on Service Excellence - 2
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Services Excellence - Culture
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People in Services
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Position - Value Proposition - 1
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Position - Value Proposition - 2
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Branding Services - 1
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Distributing Services
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Distributing Services
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Network of Services
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Strategy for Service Businesses
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Strategy for Service Businesses
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Strategy for Service Businesses
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Pricing - Basic Concepts
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Service Pricing
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Service Pricing
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Service Quality I
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Service Quality II
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Service Quality III
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Service Complaints and Recovery Strategies
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Loyalty - Relationship I
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Loyalty - Relationship II
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Strategy Canvas - Service Portfolio Analysis
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Loyalty - Relationship
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Managing Partner Relationships
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Global Service Ecosystem - Contemporary Issues
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Service Ecosystem - Service Innovation
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Services as Systems: A Holistic Approach
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Announcements
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Assessment
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Certificate
Simple Certificate
Note: Certificate is downloadable only on the next...
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Course Features
Course Content
Course Badges
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Completion Badge - Managing Services