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Class Notes (1,031,122)
CA (591,167)
Ryerson (32,740)
MKT (1,436)
Julie Kellershohn (15)

Class Notes for Julie Kellershohn

Marketing in the Service Industry

Exam Study Guides for MKT 723

Covers all exam topics.

MKT 723 Lecture Notes - Lecture 7: Servicescape, Services Marketing, Customer Satisfaction

Week 6: The 7 P’s- Process - The service encounter is the “Moment of Truth” - Each time customer interacts with firm is critical in determining customer loyalty - opportunity to: build trust, reinforce quality, build bra...

Marketing
MKT 723
Julie Kellershohn
MKT 723 Lecture Notes - Lecture 6: Services Marketing, Marketing Mix, Voice Of The Customer

Lecture 1- Chapter 1 and 2 Definitions: Marketing is meeting needs profitably What are services? “Services are deeds, processes and performances provided or co-produced by one entity or person for an...

Marketing
MKT 723
Julie Kellershohn
MKT723 Lecture 7: Service Communication Channels

MKT723 – Services Marketing – Lecture 7                                                                                                                                          03/12/2015 ...

Marketing
MKT 723
Julie Kellershohn
MKT723 Lecture 3: UNDERSTANDING CUSTOMER REQUIREMENTS

 MKT723 – Lecture 3                                                                                                                                                1/29/2015  UNDERSTANDING CUSTOMER REQUIREMENTS LISTEN...

Marketing
MKT 723
Julie Kellershohn
MKT723 Lecture 4: Listening Gap.doc

 MKT723 – Lecture Notes                                                                                                                                      02/05/2015  Listening Gap – Expected Service and company perc...

Marketing
MKT 723
Julie Kellershohn
MKT723 Lecture 8: Services Management

MKT723 – Services Management                                                 03/19/2015   Discuss the following statement: “Service quality dimensions are driven by the employee behaviou...

Marketing
MKT 723
Julie Kellershohn
MKT 723 Lecture Notes - Lecture 6: Zappos, Overselling

 MKT723 – Services Marketing – Lecture 6                                                                                                        03/05/2015  The Service performance Gap Performance Gap = Service Delive...

Marketing
MKT 723
Julie Kellershohn
MKT 723 Lecture Notes - Lecture 2: Livechat

MKT723 – Lecture 2 Notes                                                                  1/22/2015   CUSTOMER EXPECTATIONS OF SERVICE Customer expectations are beliefs about serv...

Marketing
MKT 723
Julie Kellershohn
MKT723 Lecture 1: Services are deeds

MKT723 – Marketing in the Services industries – LECTURE 1 Notes 1/15/2015 CHAPTER 1 –  Services are deeds, processes and performances provided or coproduced by one entity or person Servi...

Marketing
MKT 723
Julie Kellershohn
MKT723 Lecture 5: Banks and Free coffee

 MKT723 – Services Marketing – Lecture 6                                                                                                                                                02/12/2015  Term Test 1 • ...

Marketing
MKT 723
Julie Kellershohn
MKT 723 Lecture Notes - Lecture 5: Servicescape

MKT723 Thursday, February 12, 2015 Lecture 5 Group project ­ My...

Marketing
MKT 723
Julie Kellershohn
MKT723 Lecture 4: Lecture 4.docx

MKT723 Thursday, February 5, 2015 Lecture 4 Customer co...

Marketing
MKT 723
Julie Kellershohn
MKT 723 Lecture Notes - Lecture 1: Firstclass

MKT723 Wednesday, January 15, 2015 Lecture 1 Services ...

Marketing
MKT 723
Julie Kellershohn
MKT 723 Lecture Notes - Lecture 3: Servqual, Leaky Bucket, Customer Satisfaction

MKT723 Thursday, January 29, 2015 Lecture 3 Customer research ...

Marketing
MKT 723
Julie Kellershohn
MKT 723 Lecture Notes - Lecture 2: Livechat

MKT723 Thursday, January 22, 2015 Lecture 2 Chapter...

Marketing
MKT 723
Julie Kellershohn
Business Administration
BUS 343
All Professors
Permachart - Marketing Reference Guide: Predatory Pricing, Sales Promotion, Marketing Mix

Introductory Marketing 2 Introductory Marketing 3 permacharts TM ...

Business Administration
BUS 343
All Professors
Marketing - Reference Guides

An easy to follow summary of every key marketing principle. The ability to effectively match a product or service to a need requires a well rounded understanding of the selling, public relations, and advertising that makes...

MBA - Master's in Business Admin
MBA 643
All Professors

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