Tentative Course Schedule
Fall 2008
Session: Topic Chapters Discussion Questions and Scheduled Events
Session 1

 Foundations for Services Marketing
Introduction to Services		 Chapter 1 Ch.1 Discussion Questions

Introduction and Syllabus Distribution

Session 2

 Foundations for Services Marketing
The Gaps Model of Service Quality		 Chapter 2

Whiteleaf Hotel

 Ch.2 Discussion Questions

Assign Folder Groups; Class Photos

 
Session 3

 Focus on the Customer
Consumer Behavior for Services 		Chapter 3
 Ch.3 Discussion Questions

Class Photos
Session 4

 Focus on the Customer
Customer Expectations of Service		 Chapter 4
 Ch.4 Discussion Questions

 
Session 5

 Focus on the Customer
Customer Perceptions of Service
 Chapter 5
 Ch.5 Discussion Questions

Enterprise Rent-a-Car Cycle of Service Presentation
Session 6 Aligning Service Design and Standards
Service Development and Design

 

 Chapter 9
 Ch.9 Discussion Questions

Read Paper on Creative Dating (click to access)
Session 7

 Aligning Service Design and Standards
Physical Evidence and the Servicescape		 Chapter 11
 		Ch.11 Discussion Questions

Complaint Letter Analysis due*
Session 8

 Exam 1 - Chapters 1-5, 9, 11
(Specific Date, Time, and Format to Be Announced)		 Past (Essay) Exam Questions
 General Study Guide for Essay Exams 
Session 9 Understanding Customer Requirements
Listening to Customers Through Research
 		 Chapter 6 Ch.6 Discussion Questions

Service Encounter Journal Entries due*

Service Research Mini-Project findings due
Session 10
 		 Understanding Customer Requirements
Building Customer Relationships

"When the Customer is Flat-out Wrong"

 Chapter 7    Ch.7 Discussion Questions
Session 11

 Understanding Customer Requirements
Service Recovery		 Chapter 8

Service Guarantees

 Ch.8 Discussion Questions

"Bugs Burger" - Case Analysis
Session 12
 		 To Be Determined

 

   Service Blueprint (Team Assignment) Project Work Day
Session 13 Delivering and Performing Service
Employees' Roles in Service Delivery		 Chapter 12 Ch.12 Discussion Questions 
Session 14

 Delivering and Performing Service
Customers' Roles in Service Delivery		 Chapter 13

Ch.13 Discussion Questions

Shouldice Hospital - Case Analysis
Session 15

 Delivering and Performing Service
Delivering Services Through Intermediaries; Managing Demand and Capacity		 Chapters 14, 15 Ch.14 Discussion Questions

 
Session 16 Exam 2 - Chapters 6-8, 12-15
(Specific Date, Time, and Format to Be Announced)		 Essay Study Questions
  
 

 

 

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