Very organised notes covering the whole course. These notes are ordered by week. Use this MMK251 file to get you from a Distinction to a High Distinction. Following weeks and topics are covered:
- Topic 1 – Marketing in the Service Economy
- Topic 2 – Customer behaviour, culture and service encounters
- Topic 4 – Developing service products: core and supplementary service elements
- Topic 4-2 – Distributing services through physical electronic channels
- Topic 5 – Understanding costs and developing pricing strategy
- Topic 6 – Balancing productive capacity and demand
- Topic 8 – Crafting the service environment
- Topic 9 – Customer satisfaction and service quality
- Topic 10 – Handling customer complaints and managing service recovery
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