# Services Marketing: A Practical Approach

- Institution: IIT Kharagpur
- Department: Management
- Teacher: Prof. Biplab Datta
- Level: Undergraduate
- Language: English
- Subjects: Business and management
- Source: [NPTEL](https://nptel.ac.in/courses/110105078)
- Licence: [CC BY-NC-SA](https://nptel.ac.in/faq) (Non-commercial use only.)
- Syllabus: [at the source](https://nptel.ac.in/courses/110105078)
- Who can watch: Tweens profiles and older (sources give no ratings; placed by Invisible Network from the source's own words)

## Lectures

1. [Lecture 1: Introduction](https://invisiblenetwork.ai/learn/nptel/110105078/0ab95b5a24a4) (Video)
2. [Lecture 2: Why Study Services Marketing Management?](https://invisiblenetwork.ai/learn/nptel/110105078/31ed1f4e5a4d) (Video)
3. [Lecture 3:The Service System](https://invisiblenetwork.ai/learn/nptel/110105078/95eb69d86e7c) (Video)
4. [Lecture 4: Characteristics of Services](https://invisiblenetwork.ai/learn/nptel/110105078/37269d3239d1) (Video)
5. [Lecture 5: Understanding the Macro-Environment - I](https://invisiblenetwork.ai/learn/nptel/110105078/761e47dc7fa3) (Video)
6. [Lecture 6: Understanding the Macro-Environment - II](https://invisiblenetwork.ai/learn/nptel/110105078/18bbf43e2302) (Video)
7. [Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I](https://invisiblenetwork.ai/learn/nptel/110105078/c50ff5a8ac16) (Video)
8. [Lecture 8:Understanding the Micro-Environment - II](https://invisiblenetwork.ai/learn/nptel/110105078/490734e3bde0) (Video)
9. [Lecture 9: Services Marketing Process](https://invisiblenetwork.ai/learn/nptel/110105078/f877bb83783e) (Video)
10. [Lecture 10: Exploring Marketing Oppurtunities - I](https://invisiblenetwork.ai/learn/nptel/110105078/b9cb9bb97980) (Video)
11. [Lecture 11: Exploring Marketing Oppurtunities - II](https://invisiblenetwork.ai/learn/nptel/110105078/9d5d473c041f) (Video)
12. [Lecture 12: Segmenting the Market, Targeting and Positioning](https://invisiblenetwork.ai/learn/nptel/110105078/9884ec429574) (Video)
13. [Lecture 13: Services Marketing Research](https://invisiblenetwork.ai/learn/nptel/110105078/edbc04093c29) (Video)
14. [Lecture 14: Understanding Consumer Behaviour](https://invisiblenetwork.ai/learn/nptel/110105078/6a554b799155) (Video)
15. [Lecture 15: New Service Development](https://invisiblenetwork.ai/learn/nptel/110105078/13a35f362ca1) (Video)
16. [Lecture 16: The Service Product](https://invisiblenetwork.ai/learn/nptel/110105078/0719071852b2) (Video)
17. [Lecture 17: Service Quality - I](https://invisiblenetwork.ai/learn/nptel/110105078/153e611a2235) (Video)
18. [Lecture 18: Service Quality - II](https://invisiblenetwork.ai/learn/nptel/110105078/70108ab3133f) (Video)
19. [Lecture 19:](https://invisiblenetwork.ai/learn/nptel/110105078/376e6f65f281) (Video)
20. [Lecture 20: Designing the Service Process - II](https://invisiblenetwork.ai/learn/nptel/110105078/1a0ebc506304) (Video)
21. [Lecture 21: Developing Service Personnel](https://invisiblenetwork.ai/learn/nptel/110105078/ec68e656c0b8) (Video)
22. [Lecture 22: Educating Customers](https://invisiblenetwork.ai/learn/nptel/110105078/8f3f1a7a421e) (Video)
23. [Lecture 23: Managing Service Delivery Channels](https://invisiblenetwork.ai/learn/nptel/110105078/fe3bd75efc7a) (Video)
24. [Lecture 24: Managing Channel Conflict](https://invisiblenetwork.ai/learn/nptel/110105078/cd9bcab8790f) (Video)
25. [Lecture 25: Managing Demand and Capacity - I](https://invisiblenetwork.ai/learn/nptel/110105078/6f1caae290a8) (Video)
26. [Lecture 26: Managing Demand and Capacity - II](https://invisiblenetwork.ai/learn/nptel/110105078/0dcfa5f1276e) (Video)
27. [Lecture 27: Designing the Physical Evidence](https://invisiblenetwork.ai/learn/nptel/110105078/9e775c64ad5c) (Video)
28. [Lecture 28: Managing Integrated Marketing Communications - I](https://invisiblenetwork.ai/learn/nptel/110105078/7eadc7f988d6) (Video)
29. [Lecture 29: Managing Integrated Marketing Communications - II](https://invisiblenetwork.ai/learn/nptel/110105078/5fbc16e8c179) (Video)
30. [Lecture 30: Pricing the Service](https://invisiblenetwork.ai/learn/nptel/110105078/dfc68e946dd1) (Video)
31. [Lecture 31: Managing Customers](https://invisiblenetwork.ai/learn/nptel/110105078/56027ac361b0) (Video)
32. [Lecture 32: Managing Service Recovery](https://invisiblenetwork.ai/learn/nptel/110105078/6671ce301463) (Video)
33. [Lecture 33: Providing Service Guarantees](https://invisiblenetwork.ai/learn/nptel/110105078/0776510ccd18) (Video)
34. [Lecture 34: Consumer Protection](https://invisiblenetwork.ai/learn/nptel/110105078/ef236414999e) (Video)
35. [Lecture 35: Case Study - I](https://invisiblenetwork.ai/learn/nptel/110105078/953930227e2a) (Video)
36. [Lecture 36 : Case Study - II](https://invisiblenetwork.ai/learn/nptel/110105078/770f9d5ef045) (Video)
37. [Lecture 37: Case Study - III](https://invisiblenetwork.ai/learn/nptel/110105078/ced93eeea0b3) (Video)
38. [Lecture 38: Case Study - IV](https://invisiblenetwork.ai/learn/nptel/110105078/4c6d5fba4118) (Video)
39. [Lecture 39 : Case Study - V](https://invisiblenetwork.ai/learn/nptel/110105078/f13a3e83a15a) (Video)
40. [Live Session 26-02-2020](https://invisiblenetwork.ai/learn/nptel/110105078/0ab95b5a24a4-2) (Video)
41. [Live Session 02-11-2022](https://invisiblenetwork.ai/learn/nptel/110105078/31ed1f4e5a4d-2) (Video)
42. [Live Session 13-02-2025](https://invisiblenetwork.ai/learn/nptel/110105078/95eb69d86e7c-2) (Video)