This course focuses on two main subject areas within the field of service marketing. First, "An Overview of Services Marketing," concentrates on defining services marketing and discusses in detail the fundamental concepts and strategies that differentiate the marketing of services from the marketing of tangible goods. The essentials of creating a compelling customer experience are also revealed.
The second focus of this course, "Assessing and Improving Service Delivery," concentrates on customer satisfaction and service quality issues. Methods for tracking service failures and employee recovery efforts as well as ideas for creating a service culture are also presented. Ideally, assessing and improving the service delivery system will lead to "seamless service" provided without interruption, confusion, or hassle to the customer.
This course can be applied towards:
Admission to a College of Business graduate program or instructor permission.
Active-duty military, spouses of active military personnel, veterans, federal, and state employees must contact the MBA Advisors to receive the tuition reduction code prior to registering. Students must be admitted to the MBA Program to receive this discount. Reduction of tuition will not be given if you do not provide the appropriate code at the time of registration. Call (970) 491-2865 or email firstname.lastname@example.org
Textbooks and Materials
Required course material and textbooks are posted on the Online MBA Student Resource Guide approximately four weeks prior to the class.
For questions regarding access to RamCT contact MBA Support email@example.com