3/24 EXAM2 yees role in service delive Chapter 1 l 3/31 Employees role in service delivery Chapter 11 Customers' roles in service delivery Chapter 12 Customers' roles in service delivery Chapter 12 Delivering service through electronic channels Chapter 13 4/14 demand and capaci Chapter 14 VI MANAGING SERVICE PROMISES 4/19 Integrated services marketing communications Chapter 15 4/21 Pricing of services Chapter 16 ASSIGNMENT 2 DUE The financial and economic effect of service Course wrap-up Review Chapter 18 Service Design Presentations 4/28 Service Design Presentations 16 Service Design Presentations EXAM 3(FINAL EXAM: x This is a tentative course outline Tuesday, May 10, 12: 20-2: 10 MKT430 Assignments Objective For Assignments An underlying assumption of the services marketing course is that students learn best and retain more when they actively apply and work with the concepts presented in the course materials rather than simply read about them or hear the professor talk about the ideas. The purpose of these assignments is for you to apply concepts and tools learned in class to real situations. In general, each of the assignments will be graded according to the following criteria Evidence of understanding and ability to apply course concepts Quality (depth, creativity, clarity )of analysis and expression There are two assignments in the course. The first is an individual assignment and the second one can be done individually or you may work with a partner. The second one will also include a presentation to the class. The two assignments are described in detail below. ASSIGNMENT 1: Service Encounter Journal and paper The purpose of this assignment is for you to understand and evaluate service encounters from your perspective as a customer. We all have a number of such encounters each week, limited to)restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, travel agencies, phone companies, auto mechanics, and copy centers. During the first part of the semester, you are to keep a journal"of your service encounter experiences. The purpose of this journal is to identify sources of customer satisfaction and dissatisfaction with services4 3/24 EXAM 2 11 3/29 Employees role in service delivery Chapter 11 3/31 Employees role in service delivery Chapter 11 12 4/5 Customers' roles in service delivery Chapter 12 4/7 Customers' roles in service delivery Chapter 12 13 4/12 Delivering service through electronic channels Chapter 13 4/14 Managing demand and capacity Chapter 14 VI. MANAGING SERVICE PROMISES 14 4/19 Integrated services marketing communications Chapter 15 4/21 Pricing of services Chapter 16 ASSIGNMENT 2 DUE 15 4/26 The financial and economic effect of service Chapter 17 Course wrap-up Review Chapter 18 Service Design Presentations 4/28 Service Design Presentations 16 5/3 Service Design Presentations EXAM 3 (FINAL EXAM): * This is a tentative course outline. Tuesday, May 10, 12:20-2:10 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ MKT 430 Assignments Objective For Assignments An underlying assumption of the services marketing course is that students learn best and retain more when they actively apply and work with the concepts presented in the course materials rather than simply read about them or hear the professor talk about the ideas. The purpose of these assignments is for you to apply concepts and tools learned in class to real situations. In general, each of the assignments will be graded according to the following criteria: • Evidence of understanding and ability to apply course concepts • Quality (depth, creativity, clarity) of analysis and expression. There are two assignments in the course. The first is an individual assignment and the second one can be done individually or you may work with a partner. The second one will also include a presentation to the class. The two assignments are described in detail below: ASSIGNMENT 1: Service Encounter Journal and Paper The purpose of this assignment is for you to understand and evaluate service encounters from your perspective as a customer. We all have a number of such encounters each week, including (but not limited to) restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, travel agencies, phone companies, auto mechanics, and copy centers. During the first part of the semester, you are to keep a "journal" of your service encounter experiences. The purpose of this journal is to identify sources of customer satisfaction and dissatisfaction with services