Service Marketing (Pemasaran Jasa): All participants

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1. Introduction to Service Marketing

2. Consumer Behavior In a Services Context

3. Positioning Service In Competitive Market

4. Developing Service Products: Core and Supplementary Elements

5. Distributing Services Through Physical and Electronic Channels

6. Setting Price and Implementing Revenue Management

7. Promoting Services and Educating Consumers

8. Designing and Managing Service Processes

9. Crafting Service Environment

10. Managing People for Service Advantage

11. Measuring and Improving Service Quality

12. Building Loyalty, Complaint Handling and Service Recovery