Introduction
- Introduction to Services
- Tangibility of services
- Inseparability of services
- Heterogeneity of services
- Perishability of services
- QUIZ 1
Classification of services
- Classification of services
- Classification of services
Strategical aspect of services
- Strategical aspect of services
- Strategical aspect of services
Tactical aspects of services
- Tactical aspects of services
- mcq
Quality of Services
- Quality of Services
- Service quality
QUALITY GAPS
- QUALITY GAPS
- Gap model
Delivering value to consumers
- Delivering value to consumers
Recovery of services
- Disruption of services
Case of Siemens
- Managing of people
Case of HSBC Bank
- Process Management
Case if Allen Solly Brand
- Premium Pricing strategy
