1 | The concept of services marketing and general terminology. |
2 | Services industries and marketing mix |
3 | Services customers and physical evidences |
4 | Personnel management in services management |
5 | Capacity and demand management in services marketing. |
6 | Promotion in services marketing |
7 | Quality management vin services marketing |
8 | Consumer behaviour in services marketing. |
9 | Mid term exam |
10 | Pricing in services marketing |
11 | Design and management of services. |
12 | Relationship management and loyalty. |
13 | Customer complaint management and loyalty in services marketing |
14 | Final exam |