Course11010406548 lectures
Managing Services
Prof. Jayanta Chatterjee · IIT Kanpur
About
Service is the key economic engine for most developed countries and also for emerging economies like India. This course focuses on the interdisciplinary nature of Service Management seamlessly spanning Marketing, Operations, Technology and People Management. New Service Business Models will be explored that seek to balance People, Planet concerns with Profit objectives.
INTENDED AUDIENCE : BBA/ MBA students and Working Executives in Service Industries
INDUSTRY SUPPORT : Tourism, Hospitality, Healthcare, Retail, Media, Entertainment and E-Service organisations
Lectures
Week 1 Introduction to Managing Services
- Lecture 1 What is a Service?
- Lecture 2 Evolving Service Markets
- Lecture 3 The Service Customers
- Lecture 4 Product Service Systems
- Lecture 5 The Service Act
- Lecture 6 Seamless Service
Week 2 Basic Properties of Services
- Lecture 7 Service Management Elements
- Lecture 8 Core vs Supplementary Services
- Lecture 9 Intangibility of Services
- Lecture 10 Response to IHIP Challenges
- Lecture 11 Process and Promotion
- Lecture 12 Process Issues in Service
Week 3 Role of Consumer in Services
- Lecture 13 Challenges of Services
- Lecture 14 Service Uniqueness
- Lecture 15 Consumer in the Services Flow
- Lecture 16 Service Consumer Behavior
- Lecture 17 Customer Co-creation of Services 1
- Lecture 18 Customer Co-creation of Services 2
Week 4 New Service Design and Service Excellence
- Lecture 19 Current Service Map to New Service Design I
- Lecture 20 Current Service Map to New Service Design II
- Lecture 21 Case Study on Service Excellence I
- Lecture 22 Case Study on Service Excellence II
- Lecture 23 Service Excellence - Culture
- Lecture 24 People In Services
Week 5 Value Position, Branding and Distribution of Services
- Lecture 25 Position Value Proposition I
- Lecture 26 Position Value Proposition II
- Lecture 27 Branding Services
- Lecture 28 Distributing Services I
- Lecture 29 Distributing Services II
- Lecture 30 Network of Services
Week 6 - Strategy and Pricing for Services
- Lecture 31 Strategy for Service Businesses I
- Lecture 32 Strategy for Service Businesses II
- Lecture 33 Strategy for Service Businesses III
- Lecture 34 Introduction to Pricing
- Lecture 35 Services Pricing
- Lecture 36 Services Pricing II
Week 7 Service Quality, Recovery and Customer Loyalty
- Lecture 37 Service Quality I
- Lecture 38 Service Quality II
- Lecture 39 Service Quality III
- Lecture 40 Service Complaints and Recovery Strategies
- Lecture 41 Loyalty - Relationship I
- Lecture 42 Loyalty - Relationship II
Week 8 - Managing the Service Ecosystem
Syllabus and materials
At NPTEL, as the course publishes them.
Credits and licence
- Institution
- IIT Kanpur
- Department
- Management
- Teacher
- Prof. Jayanta Chatterjee
- Level
- Graduate
- Language
- English
- Subjects
- Business and management
- Source
- NPTEL
- Licence
- CC BY-NC-SA, as NPTEL states it. Non-commercial use only. NPTEL's terms
- Attribution
- NPTEL states: "Distributed under Creative Commons Attribution-ShareAlike / CC BY - NC - SA", beside a BY-NC-SA badge.
- Who can watch
- NPTEL gives no rating. Invisible Network shows it to Tweens profiles and older, judged from what the source says about it. How courses are placed
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