BMGT 458C SERVICE MARKETING SPRING 2011 ... - Gremler.net

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e-Commerce ManagerTotal Wine & More14 March 9Case: Pharmacy Improvement at CVS (A)(HBS 606015) (In your course pack.)15 March 14Customer-defined Service StandardsReading: Chapter 10, Zeithaml16 March 16Physical Evidence and the ServicescapeReading: Chapter 11, ZeithamlMarch 21-25 SPRING BREAKSERVICE PROVIDER GAP 3:THE SERVICE PERFORMANCE GAPEmployees’ Roles and Customers’ Roles in16 March 28 Service DeliveryReading: Chapters 12- 13, Zeithaml17 March 30 Video: “People First Management”18 April 4Case: Ritz Carlton Hotel Co. (HBS 601163) (Inyour course pack)19 April 6Delivering Service Through Intermediaries ande-ChannelsReading: Chapter 14, Zeithaml20 April 11Managing Demand and CapacityReading: Chapter 15, Zeithaml21 April 13 Case: Shouldice Hospital, Zeithaml, p. 637SERVICE PROVIDER GAP 4:THE SERVICE COMMUNICATION GAP22 April 18Integrated Service Marketing Communications23 April 20Reading: Chapter 16, ZeithamlPricing ServiceReading: Chapter 17, Zeithaml24 April 25 Case: Virgin Mobile USA (Zeithaml, p. 664)25 April 27 Presentations26 May 2 Presentations27 May 4 Presentations28 May 9Final Exam PeriodTuesday, May 17,8:00-10:00 a.m.Review for Test 2 and course evaluationWritten reports for service audits are due inclass.TEST 2Course Materials Available on Blackboard: You can login to this course(s) by going tohttp://bb.rhsmith.umd.edu . A University ID and password is required to access Blackboardcourses. Information on changing or resetting your University ID is available fromhttps://ldap.umd.edu/cgi-bin/chpwd . Students are required to maintain their current e-mailaddress in Testudo as Blackboard uses this address to send course related e-mail. (Since e-mailaddresses are imported from Testudo into Blackboard, it is not possible to update e-mailaddresses from within Blackboard). Additional information about R. H. Smith Blackboard isavailable from: http://www.rhsmith.umd.edu/blackboard6
Students with disabilities:Please let me know immediately if you need special accommodations for taking tests.Academic Integrity: The University’s Code of Academic Integrity prohibits academicdishonesty. ACADEMIC DISHONESTY is defined by the University to include: 1)CHEATING: intentionally using or attempting to use unauthorized materials, information, orstudy aids in any academic exercise. 2) FABRICATION: intentional and unauthorizedfalsification or invention of any information or citation in an academic exercise. 3)FACILITATING ACADEMIC DISHONESTY: intentionally or knowingly helping orattempting to help another to violate any provision of this Code. 4) PLAGIARISM:intentionally or knowingly representing the words or ideas of another as one’s own in anyacademic exercise. Violations of academic integrity will be prosecuted in accordance withUniversity policy. For more information, consult:http://www.inform.umd.edu/CampusInfo/Departments/PRES/policies/iii100a.htmlOn each exam or assignment you will be asked to write out and sign the following pledge. “Ipledge on my honor that I have not given or received any unauthorized assistance on thisexam/assignment.”7
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BMGT 458C SERVICE MARKETING SPRING 2011 ... - Gremler.net

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