Allotted time (hours) Lectures Tutorials 4

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Allotted time (hours) Lectures Tutorials 4"

Transcription

1 Course No: PPM 108 Course title: Marketing of Services Number of credits: Number of lectures: 8 Course coordinator: Dr. Anil Gupta Introduction Today we live in services economy. Apart from contributing significantly to the GDP, services offer exciting and challenging opportunities to B-school graduates. Since services are different from products, the concepts and theories of traditional marketing are rendered inadequate to deal with the complexities of services marketing. Also the unique characteristics of services create specific marketing implications which remain unaddressed in conventional marketing. The course aims to systematically study the service characteristics, their marketing implications and finally, the scope and role of marketing in service organizations. Course Objectives 1. To provide an in-depth appreciation and understanding of the unique challenges inherent in managing and delivering quality services. Participants will be introduced to and have the opportunity to work with tools and strategies that address these challenges.. To develop an understanding of the state of the art service management thinking by studying the marketing challenges in different service industries. 3. To promote a customer service-oriented mindset and to develop effective service strategies for global competitiveness. Evaluation procedure Quiz (Best of 3) 10% Assignment 30% Class Participation 10% End-term examination 50% Details of course content and allotted time Topic Growth in Service Industry, India & abroad, Role of Manufacturing Industry Course orientation, Course Overview, Introduction to Services, Understanding the Service economy, The nature and characteristics of services, Service Classification, Customer satisfaction in services Customer Behavior in Services, Managing customer expectations, Service quality management, The 4 absolutes Allotted time (hours) Lectures Tutorials 4 4

2 of quality, The Gaps Model of Service Quality, Service Marketing Mix Customer Perceptions of Service; Listening to customers, Building Customer Relationships, Loyalty Marketing Programs, Service Recovery Service Development and Design, Productisation of services, The flower of service- core & supplementary services, Service packaging, Customer-Defined Service Standards Pricing of Services, Major approaches to service pricing, Cost Accounting for Services, Price Bundling and Cross- Selling, Price Discrimination Integrated Marketing Communications in services (PR, Personal selling advertising and sales promotion strategies), Moments of truth People element in services marketing, Role of customers and employees in service delivery, Internal Marketing to Build and Foster a Customer Service-oriented Culture Service profit chain Process management, Service Flow Charting, Service blueprinting, Service delivery through electronic channels, Self Service technologies (SSTs) Physical Evidence and Designing Servicescape for 4 customer delight, Managing service demand and supply, Yield management Internationalization of services Total 8 Modules Module I 1. Explain what services are and identify important trends in services.. Explain the need for special services marketing concepts and practices and why the need has developed and is accelerating. 3. Explore the profound impact of technology on service. 4. Outline the basic differences between goods and services and the resulting challenges and opportunities for service businesses. 5. Introduce the expanded marketing mix for services and the philosophy of customer focus, as powerful frameworks and themes that are fundamental to the rest of the text. 6. Contribution of Service Industry to India s GDP Module II 1. Enhance understanding of how consumers choose and evaluate services, through focusing on factors that are particularly relevant for services.. Describe how consumers judge goods versus services in terms of search, experience, and credence criteria.

3 3. Develop the elements of consumer behavior that a services marketer must understand: choice behavior, consumer experiences, and postexperience evaluation. 4. Explore how differences among consumers (cultural differences, group decision making) affect consumer behavior and influence services marketing strategies. 5. Demonstrate that the gaps model is a useful framework for understanding service quality in an organization. 6. Demonstrate that the most critical service quality gap to close is the customer gap, the difference between customer expectations and perceptions. 7. Show that four gaps that occur in companies, which we call provider gaps, are responsible for the customer gap. 8. Identify the factors responsible for each of the four provider gaps. Module III 1. Enhance understanding of how consumers choose and evaluate services, through focusing on factors that are particularly relevant for services.. Describe how consumers judge goods versus services in terms of search, experience, and credence criteria. 3. Develop the elements of consumer behavior that a services marketer must understand: choice behavior, consumer experiences, and postexperience evaluation. 4. Explore how differences among consumers (cultural differences, group decision making) affect consumer behavior and influence services marketing strategies. Module IV 1. Provide a solid basis for understanding what influences customer perceptions of service and the relationships among customer satisfaction, service quality, and individual service encounters.. Demonstrate the importance of customer satisfaction-what it is, the factors that influence it, and the significant outcomes resulting from it. 3. Develop critical knowledge of service quality and its five key dimensions: reliability, responsiveness, empathy, assurance, and tangibles. 4. Illustrate the importance of recovery from service failures in keeping customers and building loyalty. 5. Discuss the nature of consumer complaints and why people do and do not complain. 6. Provide evidence of what customers expect and the kind of responses they want when they do complain. 7. Present strategies for effective service recovery, together with examples of what does and does not work. 8. Discuss service guarantees-what they are, the benefits of guarantees, and when to use them-as a particular type of service recovery strategy. Module V 1. Describe the challenges inherent in service design.

4 . Present the stages and unique elements of the new-service development process. 3. Demonstrate the value of service blueprinting and how to develop and read service blueprints. 4. Present lessons learned in choosing and implementing high-performance service innovations. 5. Distinguish between company-defined and customer-defined service standards. 6. Differentiate among one-time service fixes and "hard" and "soft" customerdefined standards. 7. Explain the critical role of the service encounter sequence in developing customer-defined standards. 8. Illustrate how to translate customer expectations into behaviors and actions that are definable, repeatable, and actionable. 9. Explain the process of developing customer-defined service standards. Module VI 1. Discuss three major ways that service prices are perceived differently from goods prices by customers.. Articulate the key ways that pricing of services differs from pricing of goods from a company's perspective. 3. Demonstrate what value means to customers and the role that price plays in value. 4. Describe strategies that companies use to price services. 5. Give examples of pricing strategy in action. Module VII 1. Discuss the key reasons for service communication challenges.. Introduce the concept of integrated service marketing communications. 3. Present four ways to integrate marketing communications in service organizations. 4. Present specific strategies for managing promises, managing customer expectations, educating customers, and managing internal communications. Module VIII 1. Illustrate the importance of customers in successful service delivery and cocreation of service experiences.. Discuss the variety of roles that service customers play: productive resources for the organization; contributors to quality and satisfaction; competitors. 3. Explain strategies for involving service customers effectively to increase both quality and productivity. 4. Discuss the variety of roles that service customers play: productive resources for the organization; contributors to quality and satisfaction; competitors. 5. Explain strategies for involving service customers effectively to increase both quality and productivity. 6. Demonstrate the importance of creating a service culture in which providing excellent service to both internal and external customers is a way of life.

5 7. Illustrate the critical importance of service employees in creating customer satisfaction and service quality. 8. Provide examples of strategies for creating customer-oriented service delivery through hiring the right people, developing employees to deliver service quality, providing needed support systems, and retaining the best service employees. Module IX 1. Identify the primary channels through which services are delivered to end customers.. Provide examples of each of the key service intermediaries. 3. View delivery of service from two perspectives-the service provider and the service deliverer. 4. Discuss the benefits and challenges of each method of service delivery. 5. Outline the strategies that are used to manage service delivery through intermediaries. Module IX 1. Explain the profound impact of physical evidence, particularly the servicescape, on customer perceptions and experiences.. Illustrate differences in types of servicescapes, the roles played by the servicescape, and the implications for strategy. 3. Explain why the servicescape affects customer and employee behavior, using a framework based in marketing, organizational behavior, and environmental psychology. 4. Explain the underlying issue for capacity-constrained services: lack of inventory capability. 5. Present the implications of time, labor, equipment, and facilities constraints combined with variations in demand patterns. 6. Lay out strategies for matching supply and demand through (a) shifting demand to match capacity or (b) adjusting capacity to meet demand. 7. Demonstrate the benefits and risks of yield management strategies in forging a balance among capacity utilization, pricing, market segmentation, and financial return. 8. Provide strategies for managing waiting lines for times when capacity and demand cannot be aligned. Module XI 1. The trend in international market for services, the obstacles and key issues related to growth.. Examine the direct and indirect effects of internationalization of service on profits. 3. Consider the effect of service on getting customers in new countries Required references Text Book: Valarie A. Zeithaml and Mary Jo Bitner,Dwayne D Gremler, Ajay Pandit: Services

6 Marketing: Integrating Customer focus across the firm, 4th ed. Tata McGraw-Hill. Reference Books 1. Christopher H. Lovelock, Services Marketing: People, Technology, Strategy, (New Jersey: Pearson), Ravi Shanker, "Services Marketing: Text and Readings," (New Delhi: Excel Books, 00). 3. John E.G. Bateson, Managing Services Marketing, (III ed), (Oriando: Dryden Press), Christian Groonross, Service Management and Marketing, New York. John Wiley, Donald W. Cowell, The Marketing of Services, (London: Heineman), Payne: Essence of Services Marketing, (New Delhi: Prentice Hall of India).Adrian Palmer, Principles of Services Marketing, (New York: McGraw Hill), Hans Kaper, Piet Van Helsdinger and Wonter de Vries Jr, Services Marketing Management (New York: John Wiley), Craig Terrill and Arthur Middlebrooks, Marketing Leadership Strategies for Service Companies, (Illinois: NTC Business Books), 001 The course is reviewed and commented by the following experts: Mr P.S.Narayan Ecoeye, Social and Community Initiatives, Wipro Mr Brij Sethi Ecoeye, Social and Community Initiatives, Wipro Mr Rakesh Sharma Strategy & Business Development, Philips Electronics India Limited Mr Pawan Deep Singh Strategy & Business Development, Philips Electronics India Limited

NPTEL http://nptel.iitm.ac.in

NPTEL http://nptel.iitm.ac.in NPTEL Syllabus Services Marketing - Web course COURSE OUTLINE Aim: At the end of the course the student will have an understanding of the service economy, the nature of services, assessing business opportunities,

More information

Course No: PPM 106 Course title: Customer Relationship Management Number of credits: 2 Number of lectures: 28(28-0-0) Introduction

Course No: PPM 106 Course title: Customer Relationship Management Number of credits: 2 Number of lectures: 28(28-0-0) Introduction Course No: PPM 106 Course title: Customer Relationship Management Number of credits: 2 Number of lectures: 28(28-0-0) Course coordinator: Anil Gupta Introduction This course will present innovative, proven

More information

Course No.: PPM 124. Number of credits: 2 Number of lectures-tutorial-practicals: 28(18-10-0) Introduction

Course No.: PPM 124. Number of credits: 2 Number of lectures-tutorial-practicals: 28(18-10-0) Introduction Course No.: PPM 124 Course title: Project Appraisal & Finance Number of credits: 2 Number of lectures-tutorial-practicals: 28(18-10-0) Course coordinator: Prof Samir Bajpai Introduction Capital budgeting

More information

SERVICE QUALITY AS A FACTOR OF MARKETING COMPETITIVENESS. Aleksandar Grubor, Ph. D. Assistant Professor. Suzana Salai, Ph. D.

SERVICE QUALITY AS A FACTOR OF MARKETING COMPETITIVENESS. Aleksandar Grubor, Ph. D. Assistant Professor. Suzana Salai, Ph. D. SERVICE QUALITY AS A FACTOR OF MARKETING COMPETITIVENESS Aleksandar Grubor, Ph. D. Assistant Professor Suzana Salai, Ph. D. Full Professor Božidar Leković, Ph. D. Full Professor Abstract: The basic characteristics

More information

Contents. Part- I: Introduction to Services Marketing. Chapter 1 Understanding Services 3-22. Chapter 2 The Nature of Services Marketing 23-38

Contents. Part- I: Introduction to Services Marketing. Chapter 1 Understanding Services 3-22. Chapter 2 The Nature of Services Marketing 23-38 Contents Part- I: Introduction to Services Marketing Chapter 1 Understanding Services 3-22 Chapter 2 The Nature of Services Marketing 23-38 Part- II: The Customer Experience Chapter 3 Consumer Behavior

More information

Marketing (Marketing Principles)

Marketing (Marketing Principles) Marketing (Marketing Principles) Main Aim(s) of the Unit: To provide students with a foundation for the analysis of marketing within organizations including decision making processes, segmentation, the

More information

MCQ: Unit-2: Traditional Marketing Mix elements in Services

MCQ: Unit-2: Traditional Marketing Mix elements in Services MCQ: Unit-2: Traditional Marketing Mix elements in Services 1. A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered

More information

Term 1, 2014-15 (Revised on 18 Sept 14) 1

Term 1, 2014-15 (Revised on 18 Sept 14) 1 Services Marketing and Customer Relationship Management Course Title : Services Marketing and Customer Relationship Management Course Code : MIB 505 No. of Credits/Term : 3 Mode of Tuition : Sectional

More information

NEW YORK CITY COLLEGE OF TECHNOLOGY, CUNY DEPARTMENT OF HOSPITALITY MANAGEMENT COURSE OUTLINE MARKETING & MANAGEMENT

NEW YORK CITY COLLEGE OF TECHNOLOGY, CUNY DEPARTMENT OF HOSPITALITY MANAGEMENT COURSE OUTLINE MARKETING & MANAGEMENT NEW YORK CITY COLLEGE OF TECHNOLOGY, CUNY DEPARTMENT OF HOSPITALITY MANAGEMENT COURSE OUTLINE COURSE #: HMGT 4702 COURSE TITLE: HOSPITALITY SERVICES MARKETING & MANAGEMENT CLASS HOURS: 3 LAB HOURS: 0 CREDITS:

More information

MCQ: Unit-I: Introduction to Services marketing

MCQ: Unit-I: Introduction to Services marketing MCQ: Unit-I: Introduction to Services marketing 1. A is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the

More information

SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY. Global Edition. Christopher Lovelock. Yale University Jochen Wirtz National University of Singapore

SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY. Global Edition. Christopher Lovelock. Yale University Jochen Wirtz National University of Singapore Seventh Edition SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY Global Edition Christopher Lovelock Yale University Jochen Wirtz National University of Singapore Boston Columbus Indianapolis New York San

More information

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS Viruli de Silva ABSTRACT This article is based on a recent research conducted in the Sri Lankan banking sector and it discusses how the

More information

Quality Management for Organizational Excellence

Quality Management for Organizational Excellence SIXTH EDITION Quality Management for Organizational Excellence Introduction to Total Quality David L Goetsch Stanley B. Davis Pearson Education International CONTENTS PART ONE Philosophy and Concepts 1

More information

Schneps, Leila; Colmez, Coralie. Math on Trial : How Numbers Get Used and Abused in the Courtroom. New York, NY, USA: Basic Books, 2013. p i.

Schneps, Leila; Colmez, Coralie. Math on Trial : How Numbers Get Used and Abused in the Courtroom. New York, NY, USA: Basic Books, 2013. p i. New York, NY, USA: Basic Books, 2013. p i. http://site.ebrary.com/lib/mcgill/doc?id=10665296&ppg=2 New York, NY, USA: Basic Books, 2013. p ii. http://site.ebrary.com/lib/mcgill/doc?id=10665296&ppg=3 New

More information

CUSTOMER SATISFACTION IN TOURISM HOW TO MEASURE IT?

CUSTOMER SATISFACTION IN TOURISM HOW TO MEASURE IT? CUSTOMER SATISFACTION IN TOURISM HOW TO MEASURE IT? Păun Raluca Mihaela 1 Master student, Faculty of Business and Tourism, Bucharest University of Economic Studies ABSTRACT Measuring customer satisfaction

More information

Service Operations Management: Improving Service Delivery 3 rd Edition. Robert Johnston and Graham Clark. FT Prentice Hall 2008

Service Operations Management: Improving Service Delivery 3 rd Edition. Robert Johnston and Graham Clark. FT Prentice Hall 2008 : Improving Service Delivery 3 rd Edition Robert Johnston and Graham Clark FT Prentice Hall 2008 ISBN: 1405847328, 552 pages Theme of the Book The focus of the book is service delivery and the objective

More information

Services Marketing 2011/12. Master of Science Program Code Msc Services Management. Ana Côrte-Real. Topics and Objectives

Services Marketing 2011/12. Master of Science Program Code Msc Services Management. Ana Côrte-Real. Topics and Objectives 2011/12 Academic Year dd/mm/aaaa Master of Science Program Code Msc Services Management MsScience Course Code Services Marketing Course Ana Côrte-Real Course Coordinator Ana Côrte-Real acortereal@porto.ucp.pt

More information

Branding a Business School: the Intersection of Scholarship and Practical Experience

Branding a Business School: the Intersection of Scholarship and Practical Experience Branding a Business School: the Intersection of Scholarship and Practical Experience OVERVIEW Christine Wright-Isak, Ph.D. Assistant Professor of Marketing Florida Gulf Coast University Branding is a business

More information

THE OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT MBA COURSE OUTLINE

THE OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT MBA COURSE OUTLINE THE OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT MBA COURSE OUTLINE OME 611- STRATEGIC MARKETING INTRODUCTION: As a result of accelerating technological change and the growth of international

More information

STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT IN INSURANCE SECTOR IN INDIA

STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT IN INSURANCE SECTOR IN INDIA STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT IN INSURANCE SECTOR IN INDIA SURYAWANSHI VAISHALI KERBARAO DEPARTMENT OF COMMERCE CMJ UNIVERSITY, SHILLONG, MEGHALAYA INTRODUCTION Components of CRM 1. Collaborative

More information

CUSTOMER RELATIONSHIP MANAGEMENT AND SERVICE QUALITY IN EVENTS AND SPORTS

CUSTOMER RELATIONSHIP MANAGEMENT AND SERVICE QUALITY IN EVENTS AND SPORTS CUSTOMER RELATIONSHIP MANAGEMENT AND SERVICE QUALITY IN EVENTS AND SPORTS INDIVIDUAL WRITTEN ASSIGNMENT Gale Teo Mei Eng 12/11/2009 Based on the attached case study on China s Customer Service Revolution,

More information

Emporia State University School of Business Department of Business Administration and Education

Emporia State University School of Business Department of Business Administration and Education Emporia State University School of Business Department of Business Administration and Education MK 521 SERVICES MARKETING Instructor: Jun Yu Office: Cremer Hall 302 Telephone: 620-341-5784 Email: jyu@emporia.edu

More information

Journal of Business & Economics Research November, 2004 Volume 2, Number 11

Journal of Business & Economics Research November, 2004 Volume 2, Number 11 Service Quality In Accounting Firms: The Relationship Of Service Quality To Client Satisfaction And Firm/Client Conflict Carl L. Saxby, (E-mail: csaxby@usi.edu), University of Southern Indiana Craig R.

More information

Sri Lanka Institute of Marketing Page 1

Sri Lanka Institute of Marketing Page 1 1. Subject Descriptor: Understanding and appreciation of the basics of marketing. 2. Aim of the subject: Discovering Marketing fundamentals (DME) is designed to allow students to develop an elementary

More information

Business Administration - Course SLOs

Business Administration - Course SLOs Business Administration - Course SLOs BA CSLO Cerritos College Date: 11/13/2014 BA110 - Advertising Students prepare a consumer research questionnaire given a specified product. Students describe how to

More information

Syllabus for Entrance Test for Admission to Ph.D. Course (Main Subject Commerce)

Syllabus for Entrance Test for Admission to Ph.D. Course (Main Subject Commerce) Syllabus for Entrance Test for Admission to Ph.D. Course (Main Subject Commerce) Paper-I Subject related paper (Objective) Note: 50 objective type questions to be attempted. Each question carries two marks.

More information

IMPACT ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GROCERY STORE CHAINS-AN EMPIRICAL STUDY OF EMPLOYEES PERSPECTIVE.

IMPACT ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GROCERY STORE CHAINS-AN EMPIRICAL STUDY OF EMPLOYEES PERSPECTIVE. IMPACT ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GROCERY STORE CHAINS-AN EMPIRICAL STUDY OF EMPLOYEES PERSPECTIVE. Sudhir Kumar Singh Research Scholar, RTM Nagpur University, PhD (Pursuing),

More information

Customer Relationship Management: an Organizational Survival Approach to Perceive Customer Loyalty

Customer Relationship Management: an Organizational Survival Approach to Perceive Customer Loyalty Customer Relationship Management: an Organizational Survival Approach to Perceive Customer Loyalty Dr. Mehran Molavi1, Ayub Nahardah2 1-Department of Public Administration, College of Human Sciences, Mahabad

More information

Marketing Productivity Analysis

Marketing Productivity Analysis Marketing Productivity Analysis by Anca Francisca Cruceru, Violeta Rădulescu The Bucharest University of Economic Studies, Romania ancacruceru1@gmail.com, vio.radulescu@yahoo.com Abstract. In terms of

More information

Customer-oriented Service in manufacturing :Perceived differences

Customer-oriented Service in manufacturing :Perceived differences Customer-oriented Service in manufacturing kim, Won Joong Customer-oriented Service in manufacturing :Perceived differences Kim, Won Joong There are many studies on the application of manufacturing-based

More information

Strategic Marketing Management

Strategic Marketing Management Unit 7: Strategic Marketing Management Unit code: QCF Level 7: Y/602/2065 BTEC Professional Credit value: 10 Guided learning hours: 30 Unit aim This unit provides the learner with the understanding and

More information

Communication Skills: Lecture No. 18. Module 6 REPORT WRITING. Lecture 2

Communication Skills: Lecture No. 18. Module 6 REPORT WRITING. Lecture 2 Communication Skills: Lecture No. 18 Module 6 Lecture 2 REPORT WRITING In this lecture you will learn about the preparatory steps to writing reports, the evaluation of the material, organization of the

More information

OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT

OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT OME 211: PRINCIPLES OF MARKETING COURSE OUTLINE INTRODUCTION This course introduces students to the concept and principles of marketing. In doing

More information

UNIVERSITY OF MUMBAI

UNIVERSITY OF MUMBAI AC 7/6/2013 Item no. 4.29 UNIVERSITY OF MUMBAI NAAC ACCREDITED SYLLABUS Programme - B.COM Course - Psychology of Human Behaviour at Work Paper I & II (Semester V & VI) (Applied Component) Credit Based

More information

Customer Centricity in Banking: Driving Revenue and Loyalty. Developing the 21st century workforce TM

Customer Centricity in Banking: Driving Revenue and Loyalty. Developing the 21st century workforce TM Customer Centricity in Banking: Driving Revenue and Loyalty Developing the 21st century workforce TM In today s hypercompetitive banking environment, most financial-services firms are overlooking the one

More information

Project Success - Guaranteed 1

Project Success - Guaranteed 1 Project Success - Guaranteed 1 Presented by David Gardiner Strategic nature of projects The very size and nature of projects suggests that they have significant impacts on people, on the way things are

More information

Services Marketing and Management, MKT 524 Evening MBA Elective Trimester 1, Fall 2001

Services Marketing and Management, MKT 524 Evening MBA Elective Trimester 1, Fall 2001 Services Marketing and Management, MKT 524 Evening MBA Elective Trimester 1, Fall 2001 Instructor: Dr. Mary Jo Bitner Office Hours: BAC489, after class and by appointment Contact: 965-1992 maryjo.bitner@asu.edu

More information

Noorul Islam College of Engineering Department of Management Studies Model questions. Services Marketing BA1722 S3 M.B.A

Noorul Islam College of Engineering Department of Management Studies Model questions. Services Marketing BA1722 S3 M.B.A Noorul Islam College of Engineering Department of Management Studies Model questions Services Marketing BA1722 S3 M.B.A 1. Define services from a marketing view -point. A service is any activity or benefit

More information

International Journal of Advance Research in Computer Science and Management Studies

International Journal of Advance Research in Computer Science and Management Studies Volume 3, Issue 11, November 2015 ISSN: 2321 7782 (Online) International Journal of Advance Research in Computer Science and Management Studies Research Article / Survey Paper / Case Study Available online

More information

Module Documentation

Module Documentation Module Documentation MARK07010 Contents of this document are copyright of Galway Mayo Institute of Technology Page 1 of 5 MARK07010 Short Title Full Title Attendance N/A Discipline 342 MARKETING & ADVERTISING

More information

Unit 4: Marketing Principles

Unit 4: Marketing Principles Unit 4: Marketing Principles Unit code: F/601/0556 QCF level: 4 Credit value: 15 credits Aim This unit aims to provide learners with understanding and skills relating to the fundamental concepts and principles

More information

Effect of Sales Promotion as a Tool on Organizational Performance (A case Study of Sunshine Plastic Company)

Effect of Sales Promotion as a Tool on Organizational Performance (A case Study of Sunshine Plastic Company) Journal of Emerging Trends in Economics and Sciences (JETEMS) 2 (1): 9-13 Scholarlink Research Institute Journals, 2011 (ISSN: 2141-7024) jetems.scholarlinkresearch.org Journal of Emerging Trends Economics

More information

Marketing Mix, Not Branding

Marketing Mix, Not Branding Marketing Mix, Not Branding Waheed Riaz Bachelors Business Administration (Marketing) Department of Management Sciences The Islamia University of Bahawalpur, Pakistan E-mail: Waheed.riaz@hotmail.com Asif

More information

The Communications Audit NEVER MORE RELEVANT, NEVER MORE VALUABLE:

The Communications Audit NEVER MORE RELEVANT, NEVER MORE VALUABLE: WHITE PAPER The Communications Audit NEVER MORE RELEVANT, NEVER MORE VALUABLE: VALUE PROPOSITION OBJECTIVES METHODOLOGY BY GARY DOLZALL CHIEF COMMUNICATIONS OFFICER I. INTRODUCTION: THE VALUE PROPOSITION

More information

Quality Measurement for Hospital Services

Quality Measurement for Hospital Services 2011 rd International Conference on Information and Financial Engineering IPEDR vol.12 (2011) (2011) IACSIT Press, Singapore Quality Measurement for Hospital Services Annamalai Solayappan 1, Dr. Jothi

More information

DEPARTMENT OF LEADERSHIP AND GOVERNANCE

DEPARTMENT OF LEADERSHIP AND GOVERNANCE THE OPEN UNIVERSITY OF TANZANIA FACULTY OF BUINESS MANAGEMENT DEPARTMENT OF LEADERSHIP AND GOVERNANCE MASTER OF PROJECT MANAGEMENT (MPM) PROGRAMME OLG 629: Management of Strategic Operations COURSE OUTLINE

More information

Cable s Rapid Reinvention

Cable s Rapid Reinvention Achieving Differentiation in a New Competitive Landscape Mark Syp, Group Vice President, Major Cable and Telco Accounts, Maritz abstract The lines are blurred. The cable industry has moved into a new,

More information

SCHOOL OF BUSINESS HUMAN RESOURCE MANAGEMENT UNIT

SCHOOL OF BUSINESS HUMAN RESOURCE MANAGEMENT UNIT SCHOOL OF BUSINESS HUMAN RESOURCE MANAGEMENT UNIT HR2002 Human Capital in Organizations COURSE DESCRIPTION This multi disciplinary course invites students to examine, from different perspectives, some

More information

Schneps, Leila; Colmez, Coralie. Math on Trial : How Numbers Get Used and Abused in the Courtroom. New York, NY, USA: Basic Books, p i.

Schneps, Leila; Colmez, Coralie. Math on Trial : How Numbers Get Used and Abused in the Courtroom. New York, NY, USA: Basic Books, p i. New York, NY, USA: Basic Books, 2013. p i. http://site.ebrary.com/lib/mcgill/doc?id=10665296&ppg=2 New York, NY, USA: Basic Books, 2013. p iii. http://site.ebrary.com/lib/mcgill/doc?id=10665296&ppg=4 New

More information

Chapter 5: MANAGING SERVICE ENCOUNTERS

Chapter 5: MANAGING SERVICE ENCOUNTERS Chapter 5: MANAGING SERVICE ENCOUNTERS 1. The dyadic interaction between a customer and a service provider is called a: A: Service interaction B: Customer transaction C: Service transaction D: Service

More information

Lesson Plan MKT3629 Pricing strategies and decisions

Lesson Plan MKT3629 Pricing strategies and decisions MARTIN de TOURS SCHOOL OF MANAGEMENT DEPARTMENT OF MARKETING Lesson Plan MKT3629 Pricing strategies and decisions MKT3629 Pricing strategies and decisions COURSE SYLLABUS Course Description: A comprehensive

More information

K. J. SOMAIYA COLLEGE OF ARTS AND COMMERCE, VIDYAVIHAR, MUMBAI- 400077 (Autonomous) Affiliated to University of Mumbai

K. J. SOMAIYA COLLEGE OF ARTS AND COMMERCE, VIDYAVIHAR, MUMBAI- 400077 (Autonomous) Affiliated to University of Mumbai K. J. SOMAIYA COLLEGE OF ARTS AND COMMERCE, VIDYAVIHAR, MUMBAI- 400077 (Autonomous) Affiliated to University of Mumbai SYLLABUS AND SCHEME OF EXAMINATION Program: B.COM. (Third Year) Sem. V & Sem. VI Course:

More information

CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL

CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: Jasmer Singh A COMPETITIVE TOOL Abstract: It is said that CRM is not a product or service, it is an overall business strategy that enables

More information

Best customer experience

Best customer experience Best customer experience Entering the age of the customer Louise Persson Olsson, Annie Runeman Lund University, Faculty of Engineering Master thesis summary, June 2015 ABSTRACT The way companies do business

More information

GURU NANAK DEV ENGINEERING COLLEGE, LUDHIANA Deptt. Of Business Administration

GURU NANAK DEV ENGINEERING COLLEGE, LUDHIANA Deptt. Of Business Administration GURU NANAK DEV ENGINEERING COLLEGE, LUDHIANA Deptt. Of Business Administration No. MBA Date :- To Controller of Examination, MST-II Date Sheet Date Time MBA-I MBA-II 17/03/16 18/03/16 21/03/16 22/03/16

More information

MSc in Lean Operations. Module Descriptions

MSc in Lean Operations. Module Descriptions MSc in Lean Operations Module Descriptions 2010 BSP320 Lean Thinking & Practice To establish the roots, underlying philosophy and development of the lean thinking approach. By the end of the module, the

More information

Sales Management and Sales 2.0

Sales Management and Sales 2.0 Sales Management and Sales 2.0 Sales Management and Sales 2.0 Sales management Sales management - Managing an organization s personal selling function to include planning, implementing, and controlling

More information

BBA 3201, Principles of Marketing Course Syllabus. Course Description. Course Textbook. Course Learning Outcomes. Credits.

BBA 3201, Principles of Marketing Course Syllabus. Course Description. Course Textbook. Course Learning Outcomes. Credits. BBA 3201, Principles of Marketing Course Syllabus Course Description Introduction to the functions of marketing, building on the influence of social, economic, ethical, legal, and technological forces

More information

CHAPTER 2 INTRODUCTION TO SERVICES MARKETING

CHAPTER 2 INTRODUCTION TO SERVICES MARKETING CHAPTER 2 INTRODUCTION TO SERVICES MARKETING 2.1 Introduction The turn of the century has seen profound changes in the global economy. Services have played a crucial part in these changes, because services

More information

Course Title: Advanced Software Project Planning and Management L T P/ S TOTAL CREDIT UNITS 3-4 - 5 SW/F W

Course Title: Advanced Software Project Planning and Management L T P/ S TOTAL CREDIT UNITS 3-4 - 5 SW/F W Course Title: Advanced Software Project Planning and Management Course Level: PG Credit Units: 5 Course Code: CSE604 L T P/ S SW/F W TOTAL CREDIT UNITS 3-4 - 5 Course Objectives: To provide students with

More information

Programme: MSc in International Hospitality Management. Course Title: HOTEL SERVICES OPERATIONS MANAGEMENT

Programme: MSc in International Hospitality Management. Course Title: HOTEL SERVICES OPERATIONS MANAGEMENT Programme: MSc in International Hospitality Management Course Title: HOTEL SERVICES OPERATIONS MANAGEMENT Course Code: HOTS901 Scheduled for trimester: 3 Prerequisite/s: Nil Credit hours: 3 Co-requisite/s:

More information

Teaching Special Decisions In A Lean Accounting Environment Daniel Haskin, University of Central Oklahoma, USA

Teaching Special Decisions In A Lean Accounting Environment Daniel Haskin, University of Central Oklahoma, USA Teaching Special Decisions In A Lean Accounting Environment Daniel Haskin, University of Central Oklahoma, USA ABSTRACT Lean accounting has become increasingly important as more and more companies adopt

More information

Innovative Analysis of a CRM Database using Online Analytical Processing (OLAP) Technique in Value Chain Management Approach

Innovative Analysis of a CRM Database using Online Analytical Processing (OLAP) Technique in Value Chain Management Approach Innovative Analysis of a CRM Database using Online Analytical Processing (OLAP) Technique in Value Chain Management Approach ADRIAN MICU, ANGELA-ELIZA MICU, ALEXANDRU CAPATINA Faculty of Economics, Dunărea

More information

HAROLD CAMPING i ii iii iv v vi vii viii ix x xi xii 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52

More information

Salem Community College Course Syllabus. Section I. Course Title: Principles Of Marketing. Course Code: BUS212

Salem Community College Course Syllabus. Section I. Course Title: Principles Of Marketing. Course Code: BUS212 Salem Community College Course Syllabus Section I Course Title: Principles Of Marketing Course Code: BUS212 Lecture Hours: 3 Lab Hours: 0 Credits: 3 Course Description: This course examines the business

More information

MARKETING INTERMEDIATE LEVEL

MARKETING INTERMEDIATE LEVEL Syllabus MARKETING INTERMEDIATE LEVEL Proposed for examinations sessions starting May 2017 INTERMEDIATE Level, Marketing, MATSEC 1 Syllabus objectives The syllabus is intended to encourage candidates to:

More information

CUSTOMER EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY OF MOBILE PHONE SERVICE PROVIDERS IN KERALA - A GAP ANALYSIS

CUSTOMER EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY OF MOBILE PHONE SERVICE PROVIDERS IN KERALA - A GAP ANALYSIS INTERNATIONAL JOURNAL OF MANAGEMENT (IJM) International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976-6510(Online), ISSN 0976-6502 (Print) ISSN 0976-6510 (Online) Volume 6, Issue 3, March

More information

Service Quality Value Alignment through Internal Customer Orientation in Financial Services An Exploratory Study in Indian Banks

Service Quality Value Alignment through Internal Customer Orientation in Financial Services An Exploratory Study in Indian Banks Service Quality Value Alignment through Internal Customer Orientation in Financial Services An Exploratory Study in Indian Banks Prof. Tapan K.Panda* Introduction A high level of external customer satisfaction

More information

Strategic Planning Questions to Prompt Successful Mindset

Strategic Planning Questions to Prompt Successful Mindset Strategic Planning Questions to Prompt Successful Mindset, CSP, CMC Author of Profit-Growth Banking: How to Master 7 Breakthrough Strategies of Top- Performing Banks Vision 1. What are the key values we

More information

Three Paths for Moving Your Customer Experience Program to the Next Level

Three Paths for Moving Your Customer Experience Program to the Next Level Three Paths for Moving Your Customer Experience Program to the Next Level JUNE 19/20 2012 CXPA Copyright 2012 The Service Profit Chain Institute, All Rights Reserved 1 THE SERVICE PROFIT CHAIN INSTITUTE

More information

HOSPITALITY SERVICES MANAGEMENT (aka Services Management and Marketing) HM 595.01 Course Syllabus Spring 2006

HOSPITALITY SERVICES MANAGEMENT (aka Services Management and Marketing) HM 595.01 Course Syllabus Spring 2006 HOSPITALITY SERVICES MANAGEMENT (aka Services Management and Marketing) HM 595.01 Course Syllabus Spring 2006 Monday 4:10-6:55PM BUS 222 Instructor: David L. Jones, Ph.D. Office: SCI 328 Office Phone:

More information

Customer Relationship Management in Indian Life Insurance Sector

Customer Relationship Management in Indian Life Insurance Sector Customer Relationship Management in Indian Life Insurance Sector Ashraf Imam Research Scholar, Department of Commerce- Aligarh Muslim University, Aligarh. Abstract Customer relationship management is an

More information

OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT

OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT 1 OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT OME 512: MARKETING MANAGEMENT COURSE OUTLINE INTRODUCTION This course introduces students to the concepts and principles marketing management.

More information

Module description Customer Relationship Management

Module description Customer Relationship Management Module description Customer Relationship Management 17/11/2014 page 1/6 Module code Central theme W.MSCBA_CRM01.08 This module discusses CRM as a strategic approach that is concerned with creating improved

More information

Service Operations Management

Service Operations Management Third Edition Robert Johnston and Graham Clark Service Operations Management Improving Service Delivery Prentice Hall FINANCIAL TIMES An imprint of Pearson Education Harlow, England London New York Boston

More information

FLORIDA GULF COAST UNIVERSITY LUTGERT COLLEGE OF BUSINESS DEPARTMENT OF MARKETING Summer A, 2016 INTRODUCTION TO MARKETING COURSE SYLLABUS

FLORIDA GULF COAST UNIVERSITY LUTGERT COLLEGE OF BUSINESS DEPARTMENT OF MARKETING Summer A, 2016 INTRODUCTION TO MARKETING COURSE SYLLABUS FLORIDA GULF COAST UNIVERSITY LUTGERT COLLEGE OF BUSINESS DEPARTMENT OF MARKETING Summer A, 2016 MAR 3023 (CRN 50193) MWF: 3:30-5:50 Room 1202, Lutgert Hall Dr. Van Auken INTRODUCTION TO MARKETING COURSE

More information

PRELIMINARY SEMESTER DESCRIPTION SERVICE, HOSPITALITY AND TOURISM MANAGEMENT. Subject Content ECTS

PRELIMINARY SEMESTER DESCRIPTION SERVICE, HOSPITALITY AND TOURISM MANAGEMENT. Subject Content ECTS PRELIMINARY SEMESTER DESCRIPTION SERVICE, HOSPITALITY AND TOURISM MANAGEMENT INDICATIVE DESCRIPTIONS - FIRST SEMESTER (AUTUMN/SPRING) Please note that a new curriculum will be released later this year

More information

Impact of CRM in Increasing Customer Awareness; An Empirical Study in Odisha Market

Impact of CRM in Increasing Customer Awareness; An Empirical Study in Odisha Market Page31 Impact of CRM in Increasing Customer Awareness; An Empirical Study in Odisha Market ABSTRACT: Dr. Biswamohan Dash Principal, Swosti Group of Institution, Bhubaneswar, Odisha. This research study

More information

ROMANIAN - AMERICAN UNIVERSITY. School of Domestic and International Business, Banking and Finance

ROMANIAN - AMERICAN UNIVERSITY. School of Domestic and International Business, Banking and Finance Invest in People! Project co-financed by European Social Fund through the Sectoral Operational Programme Human Resource Development 2007 2013 Priority Axis: 1. Education and training in support for growth

More information

BSB51107 - Diploma of Management BSBCUS501A Manage quality customer service ASSESSMENT COVER SHEET

BSB51107 - Diploma of Management BSBCUS501A Manage quality customer service ASSESSMENT COVER SHEET BSB51107 - Diploma of Management BSBCUS501A Manage quality customer service ASSESSMENT COVER SHEET PARTICIPANTS FULL NAME:..... Participant declaration: I certify that this work is my own, that I have

More information

PERCEIVED QUALITY IN THE DELIVERY OF BUSINESS SUPPORT SERVICES: A CONCEPTUAL FRAMEWORK (WITH PRACTICAL IMPLICATIONS)

PERCEIVED QUALITY IN THE DELIVERY OF BUSINESS SUPPORT SERVICES: A CONCEPTUAL FRAMEWORK (WITH PRACTICAL IMPLICATIONS) PERCEIVED QUALITY IN THE DELIVERY OF BUSINESS SUPPORT SERVICES: A CONCEPTUAL FRAMEWORK (WITH PRACTICAL IMPLICATIONS) Nicola Bellini LINK Research Center Scuola Superiore Sant'Anna Pisa - Italy nbellini@sssup.it

More information

Financial Accounting or by instructor permission. Introduction to Managerial Accounting, 5th d ed.,brewer, Garrison, Noreen

Financial Accounting or by instructor permission. Introduction to Managerial Accounting, 5th d ed.,brewer, Garrison, Noreen COURSE NUMBER: COURSE TITLE: BUSN-221 Managerial Accounting CREDIT HOURS: 3 INSTRUCTOR: OFFICE LOCATION: OFFICE HOURS: Carolyn Nelson Office 121, Weinberg Hall As Posted PHONE: 251-7700, EXT. 2063 E-MAIL:

More information

THE OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT DEPARTMENT OF MARKETING AND ENTREPRENEURSHIP: MPM PROGRAMME

THE OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT DEPARTMENT OF MARKETING AND ENTREPRENEURSHIP: MPM PROGRAMME THE OPEN UNIVERSITY OF TANZANIA FACULTY OF BUSINESS MANAGEMENT DEPARTMENT OF MARKETING AND ENTREPRENEURSHIP: MPM PROGRAMME OME 624: PROJECT PROCUREMENT AND CONTRACTING COURSE OUTLINE INTRODUCTION This

More information

ACCOUNTING AND FINANCIAL ANALYSIS IN THE HOSPITALITY INDUSTRY

ACCOUNTING AND FINANCIAL ANALYSIS IN THE HOSPITALITY INDUSTRY ACCOUNTING AND FINANCIAL ANALYSIS IN THE HOSPITALITY INDUSTRY Jonathan A. Hales Northern Arizona University Prentice Hall Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam

More information

THE UNIVERSITY OF HONG KONG FACULTY OF BUSINESS AND ECONOMICS

THE UNIVERSITY OF HONG KONG FACULTY OF BUSINESS AND ECONOMICS THE UNIVERSITY OF HONG KONG FACULTY OF BUSINESS AND ECONOMICS School of Business BUSI0023A_IIMT3635A Operations and Quality Management 2013-2014 First Semester I. Course and Instructor Information Instructor:

More information

INTER RELATIONSHIP OF SERVICE QUALITY ASPECTS, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN BANKING SECTOR OF INDIA: A STUDY OF RETAIL BANKING SECTOR

INTER RELATIONSHIP OF SERVICE QUALITY ASPECTS, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN BANKING SECTOR OF INDIA: A STUDY OF RETAIL BANKING SECTOR IMPACT: International Journal of Research in Business Management (IMPACT: IJRBM) ISSN 2321-886X Vol. 1, Issue 4, Sep 2013, 1-8 Impact Journals INTER RELATIONSHIP OF SERVICE QUALITY ASPECTS, CUSTOMER SATISFACTION

More information

DEPARTMENT OF BUSINESS AND INDSUTRIAL MANAGEMENT MANAGEMENT OF RETAIL BUSINESS

DEPARTMENT OF BUSINESS AND INDSUTRIAL MANAGEMENT MANAGEMENT OF RETAIL BUSINESS DEPARTMENT OF BUSINESS AND INDSUTRIAL MANAGEMENT MANAGEMENT OF RETAIL BUSINESS 1. Existing Course Content: An introduction to Retailing System, Retailing Mix, Social Forces, Economic Forces, Technological

More information

Investigation of Sales Forecasting Process and Sales Forecasting System for Inventory Control

Investigation of Sales Forecasting Process and Sales Forecasting System for Inventory Control International Journal of Engineering and Technical Research (IJETR) ISSN: 2321-0869, Volume-2, Issue-6, June 2014 Investigation of Sales Forecasting Process and Sales Forecasting System for Inventory Control

More information

Creating Exceptional Customer Service

Creating Exceptional Customer Service Creating Exceptional Customer Service Tim Maples - Inova Group Chris Wrathall City Care Ltd Why Bother? The Value of Exceptional Customer Service The Cost of Poor Customer service How many customers do

More information

Detailed Syllabus of POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT (SEMESTER SYSTEM)

Detailed Syllabus of POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT (SEMESTER SYSTEM) Detailed Syllabus of POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT (SEMESTER SYSTEM) 1 COURSE TITLE: POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT DURATION : 1 YEAR (Semester System) TOTAL DIPLOMA MARKS

More information

GaPSC Teacher Leadership Program Standards

GaPSC Teacher Leadership Program Standards GaPSC Teacher Leadership Program Standards Purpose: Georgia has identified a need to improve P-12 students academic performance as measured by various assessments. One method to ensure improved student

More information

USING THE GENERAL ELECTRIC / MCKINSEY MATRIX IN THE PROCESS OF SELECTING THE CENTRAL AND EAST EUROPEAN MARKETS

USING THE GENERAL ELECTRIC / MCKINSEY MATRIX IN THE PROCESS OF SELECTING THE CENTRAL AND EAST EUROPEAN MARKETS USING THE GENERAL ELECTRIC / MCKINSEY MATRIX IN THE PROCESS OF SELECTING THE CENTRAL AND EAST EUROPEAN MARKETS Nicolae-Răzvan Decuseară 1 Abstract: Due to limited resources a company cannot serve all potential

More information

2013 Frost & Sullivan Japan Market Leadership Award Workforce Management Market

2013 Frost & Sullivan Japan Market Leadership Award Workforce Management Market 2013 Frost & Sullivan Japan Market Leadership Award Workforce Management Market 2013 Frost & Sullivan Japan Market Share Leadership Award in the Workforce Management Market Overview of Asia Pacific Contact

More information

AN ANALYSIS OF THE SERVICE GAP OF ADVERTISING AGENCIES IN BANGLADESH: AN EMPIRICAL STUDY ON AD AGENCY CLIENTS

AN ANALYSIS OF THE SERVICE GAP OF ADVERTISING AGENCIES IN BANGLADESH: AN EMPIRICAL STUDY ON AD AGENCY CLIENTS BANGLADESH RESEARCH PUBLICATIONS JOURNAL ISSN: 1998-2003, Volume: 3, Issue: 4, Page: 1171-1180, March-April, 2010 AN ANALYSIS OF THE SERVICE GAP OF ADVERTISING AGENCIES IN BANGLADESH: AN EMPIRICAL STUDY

More information

Communications Glossary 1

Communications Glossary 1 Communications Glossary 1 Adult learning Adult learning is a specific methodology for education of professionals and adults. It differs from the methods used in the formal education system as adults learn

More information

SVKM S NMIMS Mukesh Patel School of Technology Management & Engineering

SVKM S NMIMS Mukesh Patel School of Technology Management & Engineering SVKM S NMIMS Mukesh Patel School of Technology Management & Engineering MBA (Tech) Semester : IX Sub: Marketing Analytics for Strategic Decision Code : MBAB090 Teaching Scheme Evaluation Scheme Lecture

More information

Using the Organizational Cultural Assessment (OCAI) as a Tool for New Team Development

Using the Organizational Cultural Assessment (OCAI) as a Tool for New Team Development Using the Organizational Cultural Assessment (OCAI) as a Tool for New Team Development Jeff Suderman Regent University The Organizational Cultural Assessment Instrument (OCAI) is a psychometric tool developed

More information

Rural Economy - Rural - Urban disparities-policy interventions required - Rural face to Reforms. The Development exercises in the last few decades.

Rural Economy - Rural - Urban disparities-policy interventions required - Rural face to Reforms. The Development exercises in the last few decades. MBAE 451 RURAL MARKETING Course Objectives To help the students understand and appreciate the differences and similarities between urban and rural Indian markets. To make them understand and develop marketing

More information

Lindner College of Business MS Marketing Capstone Project - Prospectus and Application-

Lindner College of Business MS Marketing Capstone Project - Prospectus and Application- Lindner College of Business MS Marketing Capstone Project - Prospectus and Application- During January April 2015, 30 graduate students pursuing a Masters in Science (MS) degree in Marketing will engage

More information

Enabling Business Transformation with Enterprise Architecture and IT Service Management

Enabling Business Transformation with Enterprise Architecture and IT Service Management Cisco IT Article September 2012 Enterprise Architecture and IT Service Management Business Transformation through Architectures Enabling Business Transformation with Enterprise Architecture and IT Service

More information