Learning Outcomes

In this free course, you will learn how to:

• Describe the four categories of services
• List the 7 Ps of service marketing
• Explain service dimensions: Intangibility, Heterogeneity and Inseparability
• Describe how to develop service blueprints
• Identify how to fail proof a service
• Describe managing customer perceptions of risk
• Discuss how to design a new service process
• Explain the components of the new service development cycle
• Outline the role of culture in service excellence
• Discuss positioning strategies for services
• Explain what is meant by brand and branding strategies