| Module Name | Download |
|---|---|
| noc20_mg12_assigment_1 | noc20_mg12_assigment_1 |
| noc20_mg12_assigment_2 | noc20_mg12_assigment_2 |
| noc20_mg12_assigment_3 | noc20_mg12_assigment_3 |
| noc20_mg12_assigment_4 | noc20_mg12_assigment_4 |
| Sl.No | Chapter Name | MP4 Download |
|---|---|---|
| 1 | Lecture 1: Introduction | Download |
| 2 | Lecture 2: Why Study Services Marketing Management? | Download |
| 3 | Lecture 3:The Service System | Download |
| 4 | Lecture 4: Characteristics of Services | Download |
| 5 | Lecture 5: Understanding the Macro-Environment - I | Download |
| 6 | Lecture 6: Understanding the Macro-Environment - II | Download |
| 7 | Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I | Download |
| 8 | Lecture 8:Understanding the Micro-Environment - II | Download |
| 9 | Lecture 9: Services Marketing Process | Download |
| 10 | Lecture 10: Exploring Marketing Oppurtunities - I | Download |
| 11 | Lecture 11: Exploring Marketing Oppurtunities - II | Download |
| 12 | Lecture 12: Segmenting the Market, Targeting and Positioning | Download |
| 13 | Lecture 13: Services Marketing Research | Download |
| 14 | Lecture 14: Understanding Consumer Behaviour | Download |
| 15 | Lecture 15: New Service Development | Download |
| 16 | Lecture 16: The Service Product | Download |
| 17 | Lecture 17: Service Quality - I | Download |
| 18 | Lecture 18: Service Quality - II | Download |
| 19 | Lecture 19: | Download |
| 20 | Lecture 20: Designing the Service Process - II | Download |
| 21 | Lecture 21: Developing Service Personnel | Download |
| 22 | Lecture 22: Educating Customers | Download |
| 23 | Lecture 23: Managing Service Delivery Channels | Download |
| 24 | Lecture 24: Managing Channel Conflict | Download |
| 25 | Lecture 25: Managing Demand and Capacity - I | Download |
| 26 | Lecture 26: Managing Demand and Capacity - II | Download |
| 27 | Lecture 27: Designing the Physical Evidence | Download |
| 28 | Lecture 28: Managing Integrated Marketing Communications - I | Download |
| 29 | Lecture 29: Managing Integrated Marketing Communications - II | Download |
| 30 | Lecture 30: Pricing the Service | Download |
| 31 | Lecture 31: Managing Customers | Download |
| 32 | Lecture 32: Managing Service Recovery | Download |
| 33 | Lecture 33: Providing Service Guarantees | Download |
| 34 | Lecture 34: Consumer Protection | Download |
| 35 | Lecture 35: Case Study - I | Download |
| 36 | Lecture 36 : Case Study - II | Download |
| 37 | Lecture 37: Case Study - III | Download |
| 38 | Lecture 38: Case Study - IV | Download |
| 39 | Lecture 39 : Case Study - V | Download |
| Sl.No | Chapter Name | English |
|---|---|---|
| 1 | Lecture 1: Introduction | Download Verified |
| 2 | Lecture 2: Why Study Services Marketing Management? | Download Verified |
| 3 | Lecture 3:The Service System | Download Verified |
| 4 | Lecture 4: Characteristics of Services | Download Verified |
| 5 | Lecture 5: Understanding the Macro-Environment - I | Download Verified |
| 6 | Lecture 6: Understanding the Macro-Environment - II | Download Verified |
| 7 | Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I | Download Verified |
| 8 | Lecture 8:Understanding the Micro-Environment - II | Download Verified |
| 9 | Lecture 9: Services Marketing Process | Download Verified |
| 10 | Lecture 10: Exploring Marketing Oppurtunities - I | Download Verified |
| 11 | Lecture 11: Exploring Marketing Oppurtunities - II | Download Verified |
| 12 | Lecture 12: Segmenting the Market, Targeting and Positioning | Download Verified |
| 13 | Lecture 13: Services Marketing Research | Download Verified |
| 14 | Lecture 14: Understanding Consumer Behaviour | Download Verified |
| 15 | Lecture 15: New Service Development | Download Verified |
| 16 | Lecture 16: The Service Product | Download Verified |
| 17 | Lecture 17: Service Quality - I | Download Verified |
| 18 | Lecture 18: Service Quality - II | Download Verified |
| 19 | Lecture 19: | Download Verified |
| 20 | Lecture 20: Designing the Service Process - II | Download Verified |
| 21 | Lecture 21: Developing Service Personnel | Download Verified |
| 22 | Lecture 22: Educating Customers | Download Verified |
| 23 | Lecture 23: Managing Service Delivery Channels | Download Verified |
| 24 | Lecture 24: Managing Channel Conflict | Download Verified |
| 25 | Lecture 25: Managing Demand and Capacity - I | Download Verified |
| 26 | Lecture 26: Managing Demand and Capacity - II | Download Verified |
| 27 | Lecture 27: Designing the Physical Evidence | Download Verified |
| 28 | Lecture 28: Managing Integrated Marketing Communications - I | Download Verified |
| 29 | Lecture 29: Managing Integrated Marketing Communications - II | Download Verified |
| 30 | Lecture 30: Pricing the Service | Download Verified |
| 31 | Lecture 31: Managing Customers | Download Verified |
| 32 | Lecture 32: Managing Service Recovery | Download Verified |
| 33 | Lecture 33: Providing Service Guarantees | Download Verified |
| 34 | Lecture 34: Consumer Protection | Download Verified |
| 35 | Lecture 35: Case Study - I | Download Verified |
| 36 | Lecture 36 : Case Study - II | Download Verified |
| 37 | Lecture 37: Case Study - III | Download Verified |
| 38 | Lecture 38: Case Study - IV | Download Verified |
| 39 | Lecture 39 : Case Study - V | Download Verified |
| Sl.No | Chapter Name | Gujarati |
|---|---|---|
| 1 | Lecture 1: Introduction | Download |
| 2 | Lecture 2: Why Study Services Marketing Management? | Download |
| 3 | Lecture 3:The Service System | Download |
| 4 | Lecture 4: Characteristics of Services | Download |
| 5 | Lecture 5: Understanding the Macro-Environment - I | Download |
| 6 | Lecture 6: Understanding the Macro-Environment - II | Download |
| 7 | Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I | Download |
| 8 | Lecture 8:Understanding the Micro-Environment - II | Download |
| 9 | Lecture 9: Services Marketing Process | Download |
| 10 | Lecture 10: Exploring Marketing Oppurtunities - I | Download |
| 11 | Lecture 11: Exploring Marketing Oppurtunities - II | Download |
| 12 | Lecture 12: Segmenting the Market, Targeting and Positioning | Download |
| 13 | Lecture 13: Services Marketing Research | Download |
| 14 | Lecture 14: Understanding Consumer Behaviour | Download |
| 15 | Lecture 15: New Service Development | Download |
| 16 | Lecture 16: The Service Product | Download |
| 17 | Lecture 17: Service Quality - I | Download |
| 18 | Lecture 18: Service Quality - II | Download |
| 19 | Lecture 19: | Download |
| 20 | Lecture 20: Designing the Service Process - II | Download |
| 21 | Lecture 21: Developing Service Personnel | Download |
| 22 | Lecture 22: Educating Customers | Download |
| 23 | Lecture 23: Managing Service Delivery Channels | Download |
| 24 | Lecture 24: Managing Channel Conflict | Download |
| 25 | Lecture 25: Managing Demand and Capacity - I | Download |
| 26 | Lecture 26: Managing Demand and Capacity - II | Download |
| 27 | Lecture 27: Designing the Physical Evidence | Download |
| 28 | Lecture 28: Managing Integrated Marketing Communications - I | Download |
| 29 | Lecture 29: Managing Integrated Marketing Communications - II | Download |
| 30 | Lecture 30: Pricing the Service | Download |
| 31 | Lecture 31: Managing Customers | Download |
| 32 | Lecture 32: Managing Service Recovery | Download |
| 33 | Lecture 33: Providing Service Guarantees | Download |
| 34 | Lecture 34: Consumer Protection | Download |
| 35 | Lecture 35: Case Study - I | Download |
| 36 | Lecture 36 : Case Study - II | Download |
| 37 | Lecture 37: Case Study - III | Download |
| 38 | Lecture 38: Case Study - IV | Download |
| 39 | Lecture 39 : Case Study - V | Download |
| Sl.No | Chapter Name | Hindi |
|---|---|---|
| 1 | Lecture 1: Introduction | Download |
| 2 | Lecture 2: Why Study Services Marketing Management? | Download |
| 3 | Lecture 3:The Service System | Download |
| 4 | Lecture 4: Characteristics of Services | Download |
| 5 | Lecture 5: Understanding the Macro-Environment - I | Download |
| 6 | Lecture 6: Understanding the Macro-Environment - II | Download |
| 7 | Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I | Download |
| 8 | Lecture 8:Understanding the Micro-Environment - II | Download |
| 9 | Lecture 9: Services Marketing Process | Download |
| 10 | Lecture 10: Exploring Marketing Oppurtunities - I | Download |
| 11 | Lecture 11: Exploring Marketing Oppurtunities - II | Download |
| 12 | Lecture 12: Segmenting the Market, Targeting and Positioning | Download |
| 13 | Lecture 13: Services Marketing Research | Download |
| 14 | Lecture 14: Understanding Consumer Behaviour | Download |
| 15 | Lecture 15: New Service Development | Download |
| 16 | Lecture 16: The Service Product | Download |
| 17 | Lecture 17: Service Quality - I | Download |
| 18 | Lecture 18: Service Quality - II | Download |
| 19 | Lecture 19: | Download |
| 20 | Lecture 20: Designing the Service Process - II | Download |
| 21 | Lecture 21: Developing Service Personnel | Download |
| 22 | Lecture 22: Educating Customers | Download |
| 23 | Lecture 23: Managing Service Delivery Channels | Download |
| 24 | Lecture 24: Managing Channel Conflict | Download |
| 25 | Lecture 25: Managing Demand and Capacity - I | Download |
| 26 | Lecture 26: Managing Demand and Capacity - II | Download |
| 27 | Lecture 27: Designing the Physical Evidence | Download |
| 28 | Lecture 28: Managing Integrated Marketing Communications - I | Download |
| 29 | Lecture 29: Managing Integrated Marketing Communications - II | Download |
| 30 | Lecture 30: Pricing the Service | Download |
| 31 | Lecture 31: Managing Customers | Download |
| 32 | Lecture 32: Managing Service Recovery | Download |
| 33 | Lecture 33: Providing Service Guarantees | Download |
| 34 | Lecture 34: Consumer Protection | Download |
| 35 | Lecture 35: Case Study - I | Download |
| 36 | Lecture 36 : Case Study - II | Download |
| 37 | Lecture 37: Case Study - III | Download |
| 38 | Lecture 38: Case Study - IV | Download |
| 39 | Lecture 39 : Case Study - V | Download |
| Sl.No | Chapter Name | Kannada |
|---|---|---|
| 1 | Lecture 1: Introduction | Download |
| 2 | Lecture 2: Why Study Services Marketing Management? | Download |
| 3 | Lecture 3:The Service System | Download |
| 4 | Lecture 4: Characteristics of Services | Download |
| 5 | Lecture 5: Understanding the Macro-Environment - I | Download |
| 6 | Lecture 6: Understanding the Macro-Environment - II | Download |
| 7 | Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I | Download |
| 8 | Lecture 8:Understanding the Micro-Environment - II | Download |
| 9 | Lecture 9: Services Marketing Process | Download |
| 10 | Lecture 10: Exploring Marketing Oppurtunities - I | Download |
| 11 | Lecture 11: Exploring Marketing Oppurtunities - II | Download |
| 12 | Lecture 12: Segmenting the Market, Targeting and Positioning | Download |
| 13 | Lecture 13: Services Marketing Research | Download |
| 14 | Lecture 14: Understanding Consumer Behaviour | Download |
| 15 | Lecture 15: New Service Development | Download |
| 16 | Lecture 16: The Service Product | Download |
| 17 | Lecture 17: Service Quality - I | Download |
| 18 | Lecture 18: Service Quality - II | Download |
| 19 | Lecture 19: | Download |
| 20 | Lecture 20: Designing the Service Process - II | Download |
| 21 | Lecture 21: Developing Service Personnel | Download |
| 22 | Lecture 22: Educating Customers | Download |
| 23 | Lecture 23: Managing Service Delivery Channels | Download |
| 24 | Lecture 24: Managing Channel Conflict | Download |
| 25 | Lecture 25: Managing Demand and Capacity - I | Download |
| 26 | Lecture 26: Managing Demand and Capacity - II | Download |
| 27 | Lecture 27: Designing the Physical Evidence | Download |
| 28 | Lecture 28: Managing Integrated Marketing Communications - I | Download |
| 29 | Lecture 29: Managing Integrated Marketing Communications - II | Download |
| 30 | Lecture 30: Pricing the Service | Download |
| 31 | Lecture 31: Managing Customers | Download |
| 32 | Lecture 32: Managing Service Recovery | Download |
| 33 | Lecture 33: Providing Service Guarantees | Download |
| 34 | Lecture 34: Consumer Protection | Download |
| 35 | Lecture 35: Case Study - I | Download |
| 36 | Lecture 36 : Case Study - II | Download |
| 37 | Lecture 37: Case Study - III | Download |
| 38 | Lecture 38: Case Study - IV | Download |
| 39 | Lecture 39 : Case Study - V | Download |
| Sl.No | Chapter Name | Malayalam |
|---|---|---|
| 1 | Lecture 1: Introduction | Download |
| 2 | Lecture 2: Why Study Services Marketing Management? | Download |
| 3 | Lecture 3:The Service System | Download |
| 4 | Lecture 4: Characteristics of Services | Download |
| 5 | Lecture 5: Understanding the Macro-Environment - I | Download |
| 6 | Lecture 6: Understanding the Macro-Environment - II | Download |
| 7 | Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I | Download |
| 8 | Lecture 8:Understanding the Micro-Environment - II | Download |
| 9 | Lecture 9: Services Marketing Process | Download |
| 10 | Lecture 10: Exploring Marketing Oppurtunities - I | Download |
| 11 | Lecture 11: Exploring Marketing Oppurtunities - II | Download |
| 12 | Lecture 12: Segmenting the Market, Targeting and Positioning | Download |
| 13 | Lecture 13: Services Marketing Research | Download |
| 14 | Lecture 14: Understanding Consumer Behaviour | Download |
| 15 | Lecture 15: New Service Development | Download |
| 16 | Lecture 16: The Service Product | Download |
| 17 | Lecture 17: Service Quality - I | Download |
| 18 | Lecture 18: Service Quality - II | Download |
| 19 | Lecture 19: | Download |
| 20 | Lecture 20: Designing the Service Process - II | Download |
| 21 | Lecture 21: Developing Service Personnel | Download |
| 22 | Lecture 22: Educating Customers | Download |
| 23 | Lecture 23: Managing Service Delivery Channels | Download |
| 24 | Lecture 24: Managing Channel Conflict | Download |
| 25 | Lecture 25: Managing Demand and Capacity - I | Download |
| 26 | Lecture 26: Managing Demand and Capacity - II | Download |
| 27 | Lecture 27: Designing the Physical Evidence | Download |
| 28 | Lecture 28: Managing Integrated Marketing Communications - I | Download |
| 29 | Lecture 29: Managing Integrated Marketing Communications - II | Download |
| 30 | Lecture 30: Pricing the Service | Download |
| 31 | Lecture 31: Managing Customers | Download |
| 32 | Lecture 32: Managing Service Recovery | Download |
| 33 | Lecture 33: Providing Service Guarantees | Download |
| 34 | Lecture 34: Consumer Protection | Download |
| 35 | Lecture 35: Case Study - I | Download |
| 36 | Lecture 36 : Case Study - II | Download |
| 37 | Lecture 37: Case Study - III | Download |
| 38 | Lecture 38: Case Study - IV | Download |
| 39 | Lecture 39 : Case Study - V | Download |
| Sl.No | Chapter Name | Marathi |
|---|---|---|
| 1 | Lecture 1: Introduction | Download |
| 2 | Lecture 2: Why Study Services Marketing Management? | Download |
| 3 | Lecture 3:The Service System | Download |
| 4 | Lecture 4: Characteristics of Services | Download |
| 5 | Lecture 5: Understanding the Macro-Environment - I | Download |
| 6 | Lecture 6: Understanding the Macro-Environment - II | Download |
| 7 | Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I | Download |
| 8 | Lecture 8:Understanding the Micro-Environment - II | Download |
| 9 | Lecture 9: Services Marketing Process | Download |
| 10 | Lecture 10: Exploring Marketing Oppurtunities - I | Download |
| 11 | Lecture 11: Exploring Marketing Oppurtunities - II | Download |
| 12 | Lecture 12: Segmenting the Market, Targeting and Positioning | Download |
| 13 | Lecture 13: Services Marketing Research | Download |
| 14 | Lecture 14: Understanding Consumer Behaviour | Download |
| 15 | Lecture 15: New Service Development | Download |
| 16 | Lecture 16: The Service Product | Download |
| 17 | Lecture 17: Service Quality - I | Download |
| 18 | Lecture 18: Service Quality - II | Download |
| 19 | Lecture 19: | Download |
| 20 | Lecture 20: Designing the Service Process - II | Download |
| 21 | Lecture 21: Developing Service Personnel | Download |
| 22 | Lecture 22: Educating Customers | Download |
| 23 | Lecture 23: Managing Service Delivery Channels | Download |
| 24 | Lecture 24: Managing Channel Conflict | Download |
| 25 | Lecture 25: Managing Demand and Capacity - I | Download |
| 26 | Lecture 26: Managing Demand and Capacity - II | Download |
| 27 | Lecture 27: Designing the Physical Evidence | Download |
| 28 | Lecture 28: Managing Integrated Marketing Communications - I | Download |
| 29 | Lecture 29: Managing Integrated Marketing Communications - II | Download |
| 30 | Lecture 30: Pricing the Service | Download |
| 31 | Lecture 31: Managing Customers | Download |
| 32 | Lecture 32: Managing Service Recovery | Download |
| 33 | Lecture 33: Providing Service Guarantees | Download |
| 34 | Lecture 34: Consumer Protection | Download |
| 35 | Lecture 35: Case Study - I | Download |
| 36 | Lecture 36 : Case Study - II | Download |
| 37 | Lecture 37: Case Study - III | Download |
| 38 | Lecture 38: Case Study - IV | Download |
| 39 | Lecture 39 : Case Study - V | Download |
| Sl.No | Chapter Name | Tamil |
|---|---|---|
| 1 | Lecture 1: Introduction | Download |
| 2 | Lecture 2: Why Study Services Marketing Management? | Download |
| 3 | Lecture 3:The Service System | Download |
| 4 | Lecture 4: Characteristics of Services | Download |
| 5 | Lecture 5: Understanding the Macro-Environment - I | Download |
| 6 | Lecture 6: Understanding the Macro-Environment - II | Download |
| 7 | Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I | Download |
| 8 | Lecture 8:Understanding the Micro-Environment - II | Download |
| 9 | Lecture 9: Services Marketing Process | Download |
| 10 | Lecture 10: Exploring Marketing Oppurtunities - I | Download |
| 11 | Lecture 11: Exploring Marketing Oppurtunities - II | Download |
| 12 | Lecture 12: Segmenting the Market, Targeting and Positioning | Download |
| 13 | Lecture 13: Services Marketing Research | Download |
| 14 | Lecture 14: Understanding Consumer Behaviour | Download |
| 15 | Lecture 15: New Service Development | Download |
| 16 | Lecture 16: The Service Product | Download |
| 17 | Lecture 17: Service Quality - I | Download |
| 18 | Lecture 18: Service Quality - II | Download |
| 19 | Lecture 19: | Download |
| 20 | Lecture 20: Designing the Service Process - II | Download |
| 21 | Lecture 21: Developing Service Personnel | Download |
| 22 | Lecture 22: Educating Customers | Download |
| 23 | Lecture 23: Managing Service Delivery Channels | Download |
| 24 | Lecture 24: Managing Channel Conflict | Download |
| 25 | Lecture 25: Managing Demand and Capacity - I | Download |
| 26 | Lecture 26: Managing Demand and Capacity - II | Download |
| 27 | Lecture 27: Designing the Physical Evidence | Download |
| 28 | Lecture 28: Managing Integrated Marketing Communications - I | Download |
| 29 | Lecture 29: Managing Integrated Marketing Communications - II | Download |
| 30 | Lecture 30: Pricing the Service | Download |
| 31 | Lecture 31: Managing Customers | Download |
| 32 | Lecture 32: Managing Service Recovery | Download |
| 33 | Lecture 33: Providing Service Guarantees | Download |
| 34 | Lecture 34: Consumer Protection | Download |
| 35 | Lecture 35: Case Study - I | Download |
| 36 | Lecture 36 : Case Study - II | Download |
| 37 | Lecture 37: Case Study - III | Download |
| 38 | Lecture 38: Case Study - IV | Download |
| 39 | Lecture 39 : Case Study - V | Download |
| Sl.No | Chapter Name | Telugu |
|---|---|---|
| 1 | Lecture 1: Introduction | Download |
| 2 | Lecture 2: Why Study Services Marketing Management? | Download |
| 3 | Lecture 3:The Service System | Download |
| 4 | Lecture 4: Characteristics of Services | Download |
| 5 | Lecture 5: Understanding the Macro-Environment - I | Download |
| 6 | Lecture 6: Understanding the Macro-Environment - II | Download |
| 7 | Lecture 7: Understanding the Macro-Environment - III and Understanding the Micro-Environment - I | Download |
| 8 | Lecture 8:Understanding the Micro-Environment - II | Download |
| 9 | Lecture 9: Services Marketing Process | Download |
| 10 | Lecture 10: Exploring Marketing Oppurtunities - I | Download |
| 11 | Lecture 11: Exploring Marketing Oppurtunities - II | Download |
| 12 | Lecture 12: Segmenting the Market, Targeting and Positioning | Download |
| 13 | Lecture 13: Services Marketing Research | Download |
| 14 | Lecture 14: Understanding Consumer Behaviour | Download |
| 15 | Lecture 15: New Service Development | Download |
| 16 | Lecture 16: The Service Product | Download |
| 17 | Lecture 17: Service Quality - I | Download |
| 18 | Lecture 18: Service Quality - II | Download |
| 19 | Lecture 19: | Download |
| 20 | Lecture 20: Designing the Service Process - II | Download |
| 21 | Lecture 21: Developing Service Personnel | Download |
| 22 | Lecture 22: Educating Customers | Download |
| 23 | Lecture 23: Managing Service Delivery Channels | Download |
| 24 | Lecture 24: Managing Channel Conflict | Download |
| 25 | Lecture 25: Managing Demand and Capacity - I | Download |
| 26 | Lecture 26: Managing Demand and Capacity - II | Download |
| 27 | Lecture 27: Designing the Physical Evidence | Download |
| 28 | Lecture 28: Managing Integrated Marketing Communications - I | Download |
| 29 | Lecture 29: Managing Integrated Marketing Communications - II | Download |
| 30 | Lecture 30: Pricing the Service | Download |
| 31 | Lecture 31: Managing Customers | Download |
| 32 | Lecture 32: Managing Service Recovery | Download |
| 33 | Lecture 33: Providing Service Guarantees | Download |
| 34 | Lecture 34: Consumer Protection | Download |
| 35 | Lecture 35: Case Study - I | Download |
| 36 | Lecture 36 : Case Study - II | Download |
| 37 | Lecture 37: Case Study - III | Download |
| 38 | Lecture 38: Case Study - IV | Download |
| 39 | Lecture 39 : Case Study - V | Download |