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Managing Services

Managing Services. Instructor: Prof. Jayanta Chatterjee, Department of Industrial Management and Engineering, IIT Kanpur. 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. (from nptel.ac.in)

Lecture 41 - Loyalty: Relationship


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Lecture 01 - What is Service?
Lecture 02 - Evolving Service Markets
Lecture 03 - The Service Customers
Lecture 04 - Product Service Systems
Lecture 05 - The Service Act
Lecture 06 - Seamless Service
Lecture 07 - Service Management Elements
Lecture 08 - Core vs Supplementary Services
Lecture 09 - Intangibility of Services
Lecture 10 - Response to IHIP Challenges
Lecture 11 - Process and Promotion
Lecture 12 - Process Issues in Service
Lecture 13 - Challenges of Services
Lecture 14 - Service Uniqueness
Lecture 15 - Consumer in the Services Flow
Lecture 16 - Service Consumer Behavior
Lecture 17 - Customer Co-creation of Services
Lecture 18 - Customer Co-creation of Services (cont.)
Lecture 19 - Current Service Map to New Service Design
Lecture 20 - Current Service Map to New Service Design (cont.)
Lecture 21 - Case Study on Service Excellence
Lecture 22 - Case Study on Service Excellence (cont.)
Lecture 23 - Service Excellence - Culture
Lecture 24 - People in Services
Lecture 25 - Position: Value Proposition
Lecture 26 - Position: Value Proposition (cont.)
Lecture 27 - Branding Services
Lecture 28 - Distributing Services
Lecture 29 - Distributing Services (cont.)
Lecture 30 - Network of Services
Lecture 31 - Strategy for Service Businesses
Lecture 32 - Strategy for Service Businesses (cont.)
Lecture 33 - Strategy for Service Businesses (cont.)
Lecture 34 - Pricing: Basic Concepts
Lecture 35 - Service Pricing
Lecture 36 - Service Pricing (cont.)
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
Lecture 42 - Loyalty: Relationship (cont.)
Lecture 43 - Strategy Canvas: Service Portfolio Analysis
Lecture 44 - Loyalty and Relationships
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