St. Xavier’s College TYBMS Sem 5 Syllabus: Service Sector Management


0
1 comment

Service Sector Management is a TYBMS Sem 5 subject at St. Xavier’s College. The number of lectures required to complete the subject is 60. Service Sector Management subject aims to apprise the BMS students of the core basic principles and concepts of the service marketing mix, quality and production. The subject highlights the various sectors contributing to the growth of the service sector.

Advertisement

Unit 1:

Introduction to services marketing:

15 lectures

  1. Role of services in modern economy
  2. Distinctive characteristics of services
  3. Marketing challenges of services
  4. Services marketing environment
  5. Goods vs services marketing
  6. Goods-service continuum
  7. Consumer behavior
  8. Services marketing triangle.

Unit 2:

Key elements of services marketing:

15 lectures

  1. Product – Pridna Communication Mix
  2. Distribution – People – Physical Evidence – Process
  3. Positioning – Market Segmentation
  4. Balancing of demand and capacity
  5. Branding of services – problems and solutions

Unit 3:

Service Quality:

15 lectures

  1. Improving service quality and productivity
  2. Service quality – Gap model
  3. Measuring and improving service quality
  4. Defining productivity – improving productivity
  5. Service recovery
  6. Complaint handling

Unit 4:

Service Management:

15 lectures

  1. Meaning
  2. Vision-mission strategy
  3. Service leadership
  4. Service mapping
  5. Flowcharting
  6. Benchmarking
  7. Internal Marketing
  8. Productivity
  9. Current status and future prospects.

 

Continuous Internal Assessment:

  1. Mid-semester test
  2. Project work – presentation

 

The list of reference books of Service Sector Management is as follows:

  1. Service Marketing – Valarie A. Zeuhaml and Mary Jo Sitter
  2. Service marketing people, technology, strategy – A South Asian perspective – Christopher Lovelock, Jochen Wirtz, Jayanta Chatterjee
  3. Services marketing text and cases – Harsh V. Verma
  4. Services – marketing – K. Ram Mohan Rao
  5. Services management: The new paradigm in Hospitality – Jay A. Kandampully
  6. Service sector management – C. Bhattacharjee
  7. Services marketing – Govind Apte
  8. Customer Driven Services Management – S. Balachandran

service sector management

Advertisement
The following two tabs change content below.
We, at BMS.co.in, believe in sharing knowledge and giving quality information to our BMS students. We are here to provide and update you with every details required by you BMSites! If you want to join us, please mail to [email protected]

Like it? Share with your friends!

0
1 comment
BMS Team

We, at BMS.co.in, believe in sharing knowledge and giving quality information to our BMS students. We are here to provide and update you with every details required by you BMSites! If you want to join us, please mail to [email protected]

One Comment

Choose A Format
Personality quiz
Series of questions that intends to reveal something about the personality
Trivia quiz
Series of questions with right and wrong answers that intends to check knowledge
Poll
Voting to make decisions or determine opinions
Story
Formatted Text with Embeds and Visuals
List
The Classic Internet Listicles
Countdown
The Classic Internet Countdowns
Open List
Submit your own item and vote up for the best submission
Ranked List
Upvote or downvote to decide the best list item
Meme
Upload your own images to make custom memes
Video
Youtube and Vimeo Embeds
Audio
Soundcloud or Mixcloud Embeds
Image
Photo or GIF
Gif
GIF format