Page 5 - DMGT522_SERVICES MANAGEMENT
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CONTENT





                           Unit 1:     Service Operation Management                                 1
                                       Ashwani Panesar, Lovely Professional University

                           Unit 2:     Emergence of the Services Economy                           27
                                       Ashwani Panesar, Lovely Professional University

                           Unit 3:     Nature/Characteristics of Services                          63
                                       Navneet Kaur, Lovely Professional University

                           Unit 4:     Service Strategies                                          85
                                       Hitesh Jhanji, Lovely Professional University

                           Unit 5:     Market Positioning                                         110
                                       Ashwani Panesar, Lovely Professional University

                           Unit 6:     Service Planning                                           125
                                       Neha Khosla, Lovely Professional University

                           Unit 7:     Delivering Services on the Web                             144
                                       Ashwani Panesar, Lovely Professional University


                           Unit 8;     New Service Development and Process Design                 172
                                       Ashwani Panesar, Lovely Professional University

                           Unit 9:     The Service Encounter                                      188
                                       Ginni Nijhawan, Lovely Professional University

                           Unit 10:    Service Quality                                            204
                                       Ashwani Panesar, Lovely Professional University


                           Unit 11:    Customer Loyalty                                           228
                                       Hitesh Jhanji, Lovely Professional University

                           Unit 12:    Creating a Service Culture                                 252
                                       Ashwani Panesar, Lovely Professional University

                           Unit 13:    Performance Measurement in Services                        264
                                       Ginni Nijhawan, Lovely Professional University

                           Unit 14:    Yield Management in Services                               280
                                       Ashwani Panesar, Lovely Professional University
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