Skip to main content
SM BL 5 MKT Service Marketing
0%
Previous
Course data
General
Announcements
RPS
SESI 1 : LIVE SESSION 1
Materi Sesi 1
RPS
SESI 2 : Customer Behavior in Services
Materi PDF Sesi 2.1 : Consumer Behavior in Service
Materi Video Sesi 2.1 : Consumer Behavior in Service
Materi PDF Sesi 2.2 : Gap model explained
Materi Video Sesi 2.2 : Gap model explained
Quiz Sesi 2
SESI 3 : Customer Expectation of Services & Customer Perception of Services
Materi PDF Sesi 3.1 : Customer Expectation
Materi Video Sesi 3.1 : Customer Expectation
Materi PDF Sesi 3.2 : Service Perception
Materi Video Sesi 3.2 : Service Perception
Materi PDF Sesi 3.3 : Servqual
Materi Video Sesi 3.3 : Servqual
Quiz Sesi 3
SESI 4 : Listening to customer through research
Materi Video Sesi 4.1 : Consumer Research
Materi PDF Sesi 4.1 : Consumer Research
Materi Video Sesi 4.2 : Conducting Research
Materi PDF Sesi 4.2 : Conducting Research
Quiz Sesi 4
SESI 5 : Building customer Relationship Management in Service Industry
Materi Video Sesi 5.1 : Apa Itu CRM?
Materi PDF Sesi 5.1 : Apa Itu CRM?
Materi Video Sesi 5.2 : Customer Retention
Materi PDF Sesi 5.2 : Customer Retention
Quiz Sesi 5
SESI 6 : Service Recovery
Materi Video Sesi 6.1 : Service Recovery
Materi PDF Sesi 6.1 : Service Recovery
Materi Video Sesi 6.2 : Service Guarantee
Materi PDF Sesi 6.2 : Service Guarantee
SESI 7 : LIVE SESSION 2
SESI 9 : Understanding Service Standard
Materi Video Sesi 9.1 : Service Standard
Materi PDF Sesi 9.1 : Service Standard
Materi Video Sesi 9.2 : Implementasi Service Standar
Materi PDF Sesi 9.2 : Implementasi Service Standar
SESI 10 : Understanding Physical edvidence in service
Materi Video 10.1 : Physical Evidence
Materi PDF Sesi 10.1 : Physical Evidence
Materi Video Sesi 10.2 : Contoh Penerapan Physical Evidence
Materi PDF Sesi 10.2 : Contoh Penerapan Physical Evidence
SESI 11 : Service Development & Design
Materi Video Sesi 11.1 : Service Blueprint
Materi PDF Sesi 11.1 : Service Blueprint
Materi Video Sesi 11.2 : Contoh Penerapan Service Blueprint
Materi PDF Sesi 11.2 : Contoh Penerapan Service Blueprint
SESI 12 : Employee Roles in Service
Materi Video Sesi 12.1 : Employe Role in Services
Materi PDF Sesi 12.1 : Employe Role in Services
Materi Video Sesi 12.2 : Customer Role
Materi PDF Sesi 12.2 : Customer Role
SESI 13 : Menentukan Demand dalam Bisnis Jasa
Materi Video Sesi 13.1 : Demand capacity
Materi PDF Sesi 13.1 : Demand capacity
Materi Video Sesi 13.2 : Managing capacity
Materi PDF Sesi 13.2 : Managing capacity
SESI 14 : Integrated Service Marketing
Materi Video Sesi 14.1 : The Concept of IMC
Materi PDF Sesi 14.1 : The Concept of IMC
Materi Video Sesi 14.2 : Contoh IMC
Materi PDF Sesi 14.2 : Contoh IMC
Next
Side panel
Categories
All categories
S1
SMB
SMB Blended
1
2
3
4
5
6
7
SAB Blended
1
SMB Reguler
17
18
19
20
21
SAB Reguler
13
14
15
S2
EM
32
33
34
WM
91
92
MM Eksekutif
77
78
79
Aplikasi Pendukung
Mata kuliah dummy - Role Dosen
Mini MM
Business Development Program
Batch 11
Strategic Human Resources Development Program
Batch 4
Home
Aplikasi Pendukung
SIKEM
SIAK
VITALSOURCE
PPM LIBRARY
Panduan
English (en)
Bahasa Indonesia (id)
English (en)
Log in
Username
Username
Password
Password
Forgot your password?
Log in
Or login using your account
Categories
Collapse
Expand
All categories
S1
SMB
SMB Blended
1
2
3
4
5
6
7
SAB Blended
1
SMB Reguler
17
18
19
20
21
SAB Reguler
13
14
15
S2
EM
32
33
34
WM
91
92
MM Eksekutif
77
78
79
Aplikasi Pendukung
Mata kuliah dummy - Role Dosen
Mini MM
Business Development Program
Batch 11
Strategic Human Resources Development Program
Batch 4
Home
Aplikasi Pendukung
Collapse
Expand
SIKEM
SIAK
VITALSOURCE
PPM LIBRARY
Panduan
Course info
SM BL 5 MKT Service Marketing
Teacher:
Anggun Pesona Intan -
Teacher:
Admin SMB Blended Learning Blended Learning
Skill Level
:
Beginner
