a PDF file of this semester's Course Syllabus - Gremler.net

MKT 405Fall 2004Tentative Schedule of Topics(continued)Week of: Topic(s) Chapters Probable ActivitiesOct 26(Week 10)Aligning Strategy, Service Design,and StandardsService Design and Positioning8 C Team Service Blueprint assignment due -(5:00 p.m. Friday, 10/29)Nov 2(Week 11)Managing Service PromisesPhysical Evidence and theServicescape10 C Local Field Trip (likely 11/4 or 11/9)Nov 9(Week 12)Delivering and Performing ServiceEmployees’ Roles in Service DeliveryVeteran’s Day - No Class on Nov. 1111Nov 16(Week 13)To Be Announced C Praise Letter due - (11/16)C Shouldice Hospital - Case AnalysisNov 23(Week 14)Nov 30(Week 15)Delivering and Performing ServiceCustomers’ Roles in Service DeliveryThanksgiving Day - No Class onNov. 25Delivering and Performing ServiceDelivering Through Intermediariesand Electronic Channels12 C Service Encounter Paper due - (11/23)13 C Complaint Letter Analysis due - (12/2)Dec 7(Week 16)Delivering and Performing ServiceManaging Demand and CapacityManaging Service PromisesPromotion of ServicesDec 13 Exam 2Time, Date, and Format to BeAnnounced14158, 10-15,18C Class Co-production Paper due - (12/9)10