# Managing Services

- Institution: IIT Kanpur
- Department: Management
- Teacher: Prof. Jayanta Chatterjee
- Level: Graduate
- Language: English
- Subjects: Business and management
- Source: [NPTEL](https://nptel.ac.in/courses/110104065)
- Licence: [CC BY-NC-SA](https://nptel.ac.in/faq) (Non-commercial use only.)
- Syllabus: [at the source](https://nptel.ac.in/courses/110104065)
- Who can watch: Tweens profiles and older (sources give no ratings; placed by Invisible Network from the source's own words)

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

1. [Lecture 1 What is a Service?](https://invisiblenetwork.ai/learn/nptel/110104065/e6502a811384) (YouTube)
2. [Lecture 2 Evolving Service Markets](https://invisiblenetwork.ai/learn/nptel/110104065/8107650ef0c2) (YouTube)
3. [Lecture 3 The Service Customers](https://invisiblenetwork.ai/learn/nptel/110104065/f8f805d4ccc9) (YouTube)
4. [Lecture 4 Product Service Systems](https://invisiblenetwork.ai/learn/nptel/110104065/f78eb04f8dc9) (YouTube)
5. [Lecture 5 The Service Act](https://invisiblenetwork.ai/learn/nptel/110104065/8088e3c3d83a) (YouTube)
6. [Lecture 6 Seamless Service](https://invisiblenetwork.ai/learn/nptel/110104065/2eedd8c7d78c) (YouTube)
7. [Lecture 7 Service Management Elements](https://invisiblenetwork.ai/learn/nptel/110104065/f6495a75dddf) (YouTube)
8. [Lecture 8 Core vs Supplementary Services](https://invisiblenetwork.ai/learn/nptel/110104065/fe9f55ee798e) (YouTube)
9. [Lecture 9 Intangibility of Services](https://invisiblenetwork.ai/learn/nptel/110104065/0167560ac9e2) (YouTube)
10. [Lecture 10 Response to IHIP Challenges](https://invisiblenetwork.ai/learn/nptel/110104065/fa711dd6d02e) (YouTube)
11. [Lecture 11 Process and Promotion](https://invisiblenetwork.ai/learn/nptel/110104065/d3087aab0bda) (YouTube)
12. [Lecture 12 Process Issues in Service](https://invisiblenetwork.ai/learn/nptel/110104065/a2fd5322bcda) (YouTube)
13. [Lecture 13 Challenges of Services](https://invisiblenetwork.ai/learn/nptel/110104065/94d8cd4a6a21) (YouTube)
14. [Lecture 14 Service Uniqueness](https://invisiblenetwork.ai/learn/nptel/110104065/ba5bb0c6a020) (YouTube)
15. [Lecture 15 Consumer in the Services Flow](https://invisiblenetwork.ai/learn/nptel/110104065/6ea6b9272031) (YouTube)
16. [Lecture 16 Service Consumer Behavior](https://invisiblenetwork.ai/learn/nptel/110104065/0c6fcd2f906d) (YouTube)
17. [Lecture 17 Customer Co-creation of Services 1](https://invisiblenetwork.ai/learn/nptel/110104065/cd32c93b98ec) (YouTube)
18. [Lecture 18 Customer Co-creation of Services 2](https://invisiblenetwork.ai/learn/nptel/110104065/efce8457df7f) (YouTube)
19. [Lecture 19 Current Service Map to New Service Design I](https://invisiblenetwork.ai/learn/nptel/110104065/a3b012a14e24) (YouTube)
20. [Lecture 20 Current Service Map to New Service Design II](https://invisiblenetwork.ai/learn/nptel/110104065/4935db7c0742) (YouTube)
21. [Lecture 21 Case Study on Service Excellence I](https://invisiblenetwork.ai/learn/nptel/110104065/899d6322acaf) (YouTube)
22. [Lecture 22 Case Study on Service Excellence II](https://invisiblenetwork.ai/learn/nptel/110104065/861a12ff2457) (YouTube)
23. [Lecture 23 Service Excellence - Culture](https://invisiblenetwork.ai/learn/nptel/110104065/177e13aec114) (YouTube)
24. [Lecture 24 People In Services](https://invisiblenetwork.ai/learn/nptel/110104065/72ced0bb45d1) (YouTube)
25. [Lecture 25 Position Value Proposition I](https://invisiblenetwork.ai/learn/nptel/110104065/c50e94c4793c) (YouTube)
26. [Lecture 26 Position Value Proposition II](https://invisiblenetwork.ai/learn/nptel/110104065/2dd5da959929) (YouTube)
27. [Lecture 27 Branding Services](https://invisiblenetwork.ai/learn/nptel/110104065/23285175dea6) (YouTube)
28. [Lecture 28 Distributing Services I](https://invisiblenetwork.ai/learn/nptel/110104065/f65eefc7f59a) (YouTube)
29. [Lecture 29 Distributing Services II](https://invisiblenetwork.ai/learn/nptel/110104065/18b695041290) (YouTube)
30. [Lecture 30 Network of Services](https://invisiblenetwork.ai/learn/nptel/110104065/2ce7f36043cc) (YouTube)
31. [Lecture 31 Strategy for Service Businesses I](https://invisiblenetwork.ai/learn/nptel/110104065/f6b71e844bd7) (YouTube)
32. [Lecture 32 Strategy for Service Businesses II](https://invisiblenetwork.ai/learn/nptel/110104065/011b7fe33c7e) (YouTube)
33. [Lecture 33 Strategy for Service Businesses III](https://invisiblenetwork.ai/learn/nptel/110104065/52b0cfc32532) (YouTube)
34. [Lecture 34 Introduction to Pricing](https://invisiblenetwork.ai/learn/nptel/110104065/6f2afef3a9c2) (YouTube)
35. [Lecture 35 Services Pricing](https://invisiblenetwork.ai/learn/nptel/110104065/df2835c7b612) (YouTube)
36. [Lecture 36 Services Pricing II](https://invisiblenetwork.ai/learn/nptel/110104065/6af3e095aa4b) (YouTube)
37. [Lecture 37 Service Quality I](https://invisiblenetwork.ai/learn/nptel/110104065/e66b5415da2d) (YouTube)
38. [Lecture 38 Service Quality II](https://invisiblenetwork.ai/learn/nptel/110104065/2c21c1524c79) (YouTube)
39. [Lecture 39 Service Quality III](https://invisiblenetwork.ai/learn/nptel/110104065/9ca8e1344fd3) (YouTube)
40. [Lecture 40 Service Complaints and Recovery Strategies](https://invisiblenetwork.ai/learn/nptel/110104065/8751ecdc729a) (YouTube)
41. [Lecture 41 Loyalty - Relationship I](https://invisiblenetwork.ai/learn/nptel/110104065/aa8490097fb5) (YouTube)
42. [Lecture 42 Loyalty - Relationship II](https://invisiblenetwork.ai/learn/nptel/110104065/d70dfb512c14) (YouTube)
43. [Lecture 43 Strategy Canvas - Service Portfolio Analysis](https://invisiblenetwork.ai/learn/nptel/110104065/080bc678638b) (YouTube)
44. [Lecture 44 Loyalty Relationship](https://invisiblenetwork.ai/learn/nptel/110104065/b00380eff689) (YouTube)
45. [Lecture 45 Managing Partner Relationships](https://invisiblenetwork.ai/learn/nptel/110104065/107876480069) (YouTube)
46. [Lecture 46 Global Service Ecosystem - Contemporary Issues](https://invisiblenetwork.ai/learn/nptel/110104065/720add869f11) (YouTube)
47. [Lecture 47 Service Ecosystem - Service Innovation](https://invisiblenetwork.ai/learn/nptel/110104065/159deaeeb83a) (YouTube)
48. [Lecture 48 Service as Systems - A holistic Approach](https://invisiblenetwork.ai/learn/nptel/110104065/5b35be644792) (YouTube)