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Service Marketing and Strategic Management
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Page Content
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| Length |
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4 days |
| Language |
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Español |
| Dates |
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| 07/08/2012 |
August: 7,8,16,17 |
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| Contact |
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Natalia Mori | nmori@iae.edu.ar | +54 (230) 448-1162 |
| Faculty |
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Silva, Javier [Director]
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| Price |
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| | Objetives | Developing and delivering superior value is the utmost objective for a company and its benefit source.
Services require intense everyday interaction between a large number of customers and employees. These "turning points", where customers and employees meet for the service delivery, success or failure depends on management planning and implementation. Services demand truly integrated internal and external strategies in human resources and operations. These strategies affect commitment, satisfaction and loyalty for both customers and employees, leading to company profitability. Developing skills and abilities for effective decision making for service business planning and management, providing the necessary tools to attain an overall management vision. |
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| Contents | - Service market segmentation
- Defining value
- Service creation and delivery
- Service strategy implementation keys
- Customer loyalty programs
- Complaint management
- Personnel issues
- The human side of service
- Customer satisfaction measurements
- Service brand identity
- Service culture and leadership
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