1. Marketing Management MBA CP 205

2. Managing Services

4. Managing Services Any act of performance that one party can offer another that is essentially intangible and does not result in the ownership of anything; its production may or may not be tied to a physical product. Service

5. Managing Services Government Business Retail Private Non-Profit Manufacturing Service Sectors

6. Managing Services Pure tangible good Pure service Hybrid Tangible with Accompanying services Service with Accompanying goods Categories of Service Mix

8. Managing Services Continuum of Evaluation for different types of Products

9. Managing Services Intangibility Inseparability Variability Perishability Characteristics of Services

16. Managing Services Internal Marketing External Marketing Interactive Marketing Employees Customers Company Holistic marketing for services Hospitality sector Financial/ banking sector Civil aviation sector

18. Managing Services Service Quality Model

24. Managing Services Choosing Brand Elements Establishing Image Dimensions Devising Branding Strategy Developing Brand Strategies For Services

25. Managing Services Customer Worries Failure frequency Downtime Out-of-pocket costs