| Macroeconomics, trends and opportunities, distinctive marketing challenges posed by services,
Managing and understanding the service experience, Marketing mix for services, Key steps in service
planning, Designing customer service processes, Service blueprint, Designing the Service Environment -
The Services cape model, Engineering customer service experiences, Service guarantees. Managing
People for Service Advantage, Employee empowerment programmes, Complaints management,
4
Customer Feedback and Service Recovery, Improving Service Quality and Productivity, Technology and
digital impacts of using the Web for services. |
Administrative assistant: TASLIMA BOODHUN-JHUMKA
Telephone: 4037400
Email: t.boodhun@uom.ac.mu |
