Marketing Management II
Marketing Management II. Instructors: Prof. Jayanta Chatterjee and Dr. Shashi Shekhar Mishra, Department of Industrial and Management Engineering, IIT Kanpur. The objective of the course is to introduce the participants to principles and practices, theoretical building blocks of marketing, its role as an organizational engine and the evolving marketing process of today. At the end of the course, a participant will be able to understand and manage the core marketing management function. (from nptel.ac.in)
Lecture 46 - Service Quality |
Concepts covered in this lecture: 1. Productivity in Service, 2. Components of Service Quality, 3. E Service Quality, 4. Other Consideration in Service Quality Management, 5. Seven Service Quality Gaps, 6. Closing the Service Quality Gaps, 7. Soft and Hard Measures of Service Quality.
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