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200915 (10)

Class Notes for 200915 at Western Sydney University

The Service Enterprise

200915 Lecture Notes - Lecture 5: Servicescape, White Tea, Clove
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Week 5)Servicescapes Bitners Servicescape model Chapter 6: Crafting the Service Environment, Essentials of Services Marketing, Third Edition, Global Edition, Wirtz Lovelock, Chapter 10 Chapter 7: Customer Behaviour, Cultu...

University of Western Sydney
200915
All Professors
200915 Lecture Notes - Lecture 6: User Friendly, Co-Creation, Marketing Mix
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Chapter 8Marketing in the service economy 1.1)Explain how services contribute to a countrys economy 1.2)Define services 1.3)Explain how services create value for consumers 1.4)Describe the key characteristics that distingu...

University of Western Sydney
200915
All Professors
200915 Lecture Notes - Lecture 8: European Cooperation In Science And Technology, Avail, Price Discrimination
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Week 8 :PRICING OF SERVICES Pricing of servicesless vaguer than products LNP Nonmonetary costs Price indicator of service quality when prices varying,dont know service (higher price,higher quality) 3 price strategiesCDC 1)...

University of Western Sydney
200915
All Professors
200915 Lecture Notes - Lecture 2: Service Design
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Week 2Service standards customer defined standardsIRDF identify existing or desired service encounter sequences translate customer expectations into behaviours develop measures kpi feedback on performance standardsspecifyi...

University of Western Sydney
200915
All Professors
200915 Lecture Notes - Lecture 4: Online Banking, Distance Education, Franchising
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Chapter 5: Distributing Services through Physical and Electronic Channels, Services Marketing, Sixth Edition, Lovelock, Chapter 5 5.1List the four questions that form the foundation of any service distribution strategy 5.2...

University of Western Sydney
200915
All Professors
200915 Lecture Notes - Lecture 10: Airport Security, Call Centre, Demand Curve
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Week 10 Chapter 11Balancing productive capacity and demand Over maximum capacitylose business ,waste resources Optimal capacity Random demand fluctuations Demand patterns determined by family: e.g)families come early to re...

University of Western Sydney
200915
All Professors
200915 Lecture 3: Service enterprise
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Week 3Know your customers Customer roles in service industry PCC 1)productive resources 2)contributors to service quality and satisfaction customers interact with service provider to get what they need 3)competitors custom...

University of Western Sydney
200915
All Professors
200915 Lecture Notes - Lecture 9: Online Advertising, Sales Promotion, Permission Marketing
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Integrated service marketing communications Chapter 12:Promoting services and educating customers 1)5w ws model: Who is our target audience How should we communicate this? What do we need to communicate and achieve? Where ...

University of Western Sydney
200915
All Professors
200915 Lecture Notes - Lecture 1: Kit Kat, Candlewood Suites, Hotel Indigo
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Service Enterprise Chapter 4developing service products:coresupplementary 4.1what is the service product concept 4.2describe the flower of service model and explain how the facilitating and enhancing supplementary services...

University of Western Sydney
200915
All Professors
200915 Lecture Notes - Lecture 7: The Experience Economy, Co-Creation
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Lecture 1)The experience economy Pine + Gilmore argue that businesses must create memorable events for customers and that memory becomes the productexperience experiencesinherently defined,existing only in mind of individu...

University of Western Sydney
200915
All Professors

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