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  • Services Marketing

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    SERVICES MARKETING focuses on the unique challenges of marketing and managing services as well as the delivery of quality service to customers. The attraction, retention and building of strong customer relationships through quality service and services are at the heart of the course content. The basic concepts covered in the course include: the difference between marketing services and products, the roles of service encounter, the key drivers of the service quality, it’s roles in service creation, service design and innovation, how to go beyond service to create experiences, technology’s impact on services and managing customer service expectation