Scribd Logo
Upload

Welcome to Scribd!

  • SMK - Class Discussion K47 Jun-Aug2023

    Uploaded by

    Tiến Trung Nguyễn Huỳnh
    4 views3 pages
    This document outlines the schedule and assessment items for the MKT320 marketing course between February 2nd and April 6th, 2023. It includes the following: 1. A breakdown of assessment items and their weightings, including a mid-term exam, group assignment, class presentation, case study, and final exam. 2. An outline of the 12 weekly sessions, reading from the textbook, and group activities including video clip presentations and discussions on service quality, customer relationships, recovery, standards, and marketing. 3. Details of two case studies to be discussed by all groups. 4. The mid-term exam will be held in session 10 and group presentations in the final two sessions.

    Original Description:

    Original Title

    SMk_Class Discussion K47 Jun-Aug2023

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    This document outlines the schedule and assessment items for the MKT320 marketing course between February 2nd and April 6th, 2023. It includes the following: 1. A breakdown of assessment items and their weightings, including a mid-term exam, group assignment, class presentation, case study, and final exam. 2. An outline of the 12 weekly sessions, reading from the textbook, and group activities including video clip presentations and discussions on service quality, customer relationships, recovery, standards, and marketing. 3. Details of two case studies to be discussed by all groups. 4. The mid-term exam will be held in session 10 and group presentations in the final two sessions.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    4 views3 pages

    SMK - Class Discussion K47 Jun-Aug2023

    Uploaded by

    Tiến Trung Nguyễn Huỳnh
    This document outlines the schedule and assessment items for the MKT320 marketing course between February 2nd and April 6th, 2023. It includes the following: 1. A breakdown of assessment items and their weightings, including a mid-term exam, group assignment, class presentation, case study, and final exam. 2. An outline of the 12 weekly sessions, reading from the textbook, and group activities including video clip presentations and discussions on service quality, customer relationships, recovery, standards, and marketing. 3. Details of two case studies to be discussed by all groups. 4. The mid-term exam will be held in session 10 and group presentations in the final two sessions.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 3

    MKT320- SMk_DH46ISB_1 [2nd Feb- 06th April 2023]

    ASSESSMENT ITEM DUE DATE VALUE (%)

    1. Mid-term exam (individual) Session 10 15%


    2. Group assignment TBA 15%
    3. Class presentation 15%
    4. Case study 5%
    5. Final exam (individual) TBA 50%

    SESSION PROGRAM SCHEDULE GROUP ACTIVITIES


    W[1]_S1 Introduction to services
    (01/06/2023) ZBG (2013) – Chapter 1

    W[2]_S2 - Gap 1
    - Gap 2
    (08/06/2023) The Gaps model of service - Gap 3
    quality &
    - Gap 4
    Customer perceptions of - Global Feature: An International
    service Retailer puts Customers in the Wish
    ZBG (2013) – Chapter 2 Mode
    Group 1,2, & 3

    W[3]_S3 ZBG (2013) – Chapter 4 - Customer perceptions


    (15/06/2023) - Customer satisfaction
    - Service quality
    - Service encounters
    - Strategy Insight: Customer satisfaction
    and the Bottom line
    - Exhibit 4.1: One critical encounter
    destroys a 30- year relationship.
    - Tech Spotlight: Customers love Amazon
    SESSION PROGRAM SCHEDULE GROUP ACTIVITIES
    Group 4,5,&6
    - Relationship marketing
    - Relationship value of customers
    W[4] _S4 - Customer profitability segments
    (22/06/2023) - Relationship development strategies
    Building customer - Relationship challenges
    relationships - Global feature: Developing loyal
    ZBG (2013) Chapter 6 customers at Airbnb
    - Strategy insight: “The customer is
    always right”: Rethinking an old
    tenet. (p.168)
    Group 7,8,&9

    W[5] _S5 GROUP 1& 9: VIDEO CLIP


    PRESENTATION
    (29/06/2023)
    All class members’ will discuss the
    following:
    Exhibit 7.1: The service recovery
    Service recovery paradox
    ZBG (2013) – Chapter 7 Exhibit 7.2: The Internet spreads the
    story of poor service recovery “United
    Breaks Guitars”
    Strategy Insight first: Eliciting
    complaints and Reports of Service
    Failure

    W[6] _S6
    (06/07/2023) Customer-defined service
    standards ZBG (2013) – GROUP 2: VIDEO CLIP PRESENTATION
    Chapter 9

    W[7] _S7 Physical evidence & the Case 1: Dr Beckett’s detal office (LPW) [All
    (13/07/2023) servicescape groups]
    ZBG (2013) – Chapter 10 GROUP 3: VIDEO CLIP PRESENTATION

    W[8]_S8 Employees’ roles in service GROUP 4: VIDEO CLIP PRESENTATION

    (20/07/2023) delivery
    SESSION PROGRAM SCHEDULE GROUP ACTIVITIES
    Case 2: Kiwi Experience (LPW) [All groups]
    ZBG (2013) – Chapter 11

    W[9] _S9 Mon Customers’ roles in service GROUP 5: VIDEO CLIP PRESENTATION
    (24/07/2023) delivery B1- 1402
    ZBG (2013) – Chapter 12

    W[9]_S10Thu
    Mid-term test B1-1409
    (27/07/2023)

    W[10]_S11 GROUP 6: VIDEO CLIP


    Managing demand and capacity PRESENTATION
    (31/07/2023)
    ZBG (2013) – Chapter 13

    W[10]_S12 GROUP 7: VIDEO CLIP


    Integrated service marketing PRESENTATION
    (03/08/2023) communications
    ZBG (2013) – Chapter 14

    W[11]_S13 GROUP 8: VIDEO CLIP


    Pricing of services PRESENTATION
    (07/08/2023)
    ZBG (2013) – Chapter 15

    W[11]_S14
    (10/08/2023) Group presentation Group project

    W[12]_S15
    (17/08/2023) Group presentation Group project

    You might also like