This page will have the discussion with students on the topic of Marketing of Services. Full length discussions are available.

Marketing of Services - Introduction

This is discussion with students about what is service marketing and why should we discuss it separately from marketing management. This discussion attempts to build the base up for further discussions.

Consumer Behavior in Services

This is discussion with students about what is different in service marketing when it comes on to the behavior of consumer. These difference points are discussed along with full consumer decision making process in context of services.

Designing Service Product

This is discussion with students about how services should be developed. Services being relatively intangible demand different attention when it comes to its development. It is in this context that discussion is executed.

Service Communication Mix

This is discussion with students about promotion mix in services. The concept of integrated marketing communication is taken as platform to take the discussion ahead. There are some aspects in services which are to be critically taken care of while discussing communication in services.

Managing Services

This is discussion with students about importance of additional P - People in services. It discusses why this addition is important. Discussion emphasis on the management of this important P in services. Special emphasis is on the employees of an service organization.

Designing Process in Services

This is discussion with students about importance of additional P - Process in services. It discusses why this addition is important. Discussion emphasis on the management of this important P in services. Special emphasis is on explanation of process and its importance with its implications.

Service Environment

This is discussion with students about importance of additional P - Physical Evidence in services. It discusses why this addition is important. Discussion emphasis on the management of this important P in services. Special emphasis is on explanation of physical evidence, servicescape  and its importance with its implications.

Service Failure and Recovery

This is discussion with students about failure of service. Failure might happen but what is importance is the reaction of the service provider. The discussion categorically discusses the failures and how such failures can be handled. Recovery of services is emphasized.

Relationship Marketing in Services

This is discussion with students about management of relationship with customers for services. Relationship management is not for every customer, it is a customized attempt. It can make the service provider to attain edge over competition.