Page 5 - DMGT522_SERVICES MANAGEMENT

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
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Unit 8; New Service Development and Process Design 172
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Unit 9: The Service Encounter 188
Ginni Nijhawan, Lovely Professional University

Unit 10: Service Quality 204
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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