Learn · Services Marketing: A Practical Approach

Lecture 32 of 42Week 3

Lecture 32: Managing Service Recovery

Prof. Biplab Datta · IIT Kharagpur

Credits and licence

From
Services Marketing: A Practical Approach, IIT Kharagpur (at NPTEL)
Licence
CC BY-NC-SA, as NPTEL states it. Non-commercial use only.
Attribution
NPTEL states: "Distributed under Creative Commons Attribution-ShareAlike / CC BY - NC - SA", beside a BY-NC-SA badge.
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All the lectures

  1. Lecture 1: Introduction Video
  2. Lecture 2: Why Study Services Marketing Management? Video
  3. Lecture 3:The Service System Video
  4. Lecture 4: Characteristics of Services Video
  5. Lecture 5: Understanding the Macro-Environment - I Video
  6. Lecture 6: Understanding the Macro-Environment - II Video
  7. Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I Video
  8. Lecture 8:Understanding the Micro-Environment - II Video
  9. Lecture 9: Services Marketing Process Video
  10. Lecture 10: Exploring Marketing Oppurtunities - I Video
  11. Lecture 11: Exploring Marketing Oppurtunities - II Video
  12. Lecture 12: Segmenting the Market, Targeting and Positioning Video
  13. Lecture 13: Services Marketing Research Video
  14. Lecture 14: Understanding Consumer Behaviour Video
  15. Lecture 15: New Service Development Video
  16. Lecture 16: The Service Product Video
  17. Lecture 17: Service Quality - I Video
  18. Lecture 18: Service Quality - II Video
  19. Lecture 19: Video
  20. Lecture 20: Designing the Service Process - II Video
  21. Lecture 21: Developing Service Personnel Video
  22. Lecture 22: Educating Customers Video
  23. Lecture 23: Managing Service Delivery Channels Video
  24. Lecture 24: Managing Channel Conflict Video
  25. Lecture 25: Managing Demand and Capacity - I Video
  26. Lecture 26: Managing Demand and Capacity - II Video
  27. Lecture 27: Designing the Physical Evidence Video
  28. Lecture 28: Managing Integrated Marketing Communications - I Video
  29. Lecture 29: Managing Integrated Marketing Communications - II Video
  30. Lecture 30: Pricing the Service Video
  31. Lecture 31: Managing Customers Video
  32. Lecture 32: Managing Service Recovery Video
  33. Lecture 33: Providing Service Guarantees Video
  34. Lecture 34: Consumer Protection Video
  35. Lecture 35: Case Study - I Video
  36. Lecture 36 : Case Study - II Video
  37. Lecture 37: Case Study - III Video
  38. Lecture 38: Case Study - IV Video
  39. Lecture 39 : Case Study - V Video
  40. Live Session 26-02-2020 Video
  41. Live Session 02-11-2022 Video
  42. Live Session 13-02-2025 Video