First name Surname ID numberADESHRA MAYURI AVLESHKUMAR TARUNA 12BSP1508 AJIT ANIL TIWARI 12BSP1512 AKSHAY RAJENDRAPRASAD MISHRA 12BSP1514ANKITA VEDPRAKASH YADAV 12BSP1521DAWOODANI ALISHA 12BSP1534DESAI DHARMIK KAMLESH 12BSP1454DEVAL SHAH 12BSP1761DIPIL PAHAD 12BSP1457GODIWALA ZAHEERALI MUSHTAQHUSAIN 12BSP1540JAIN GAURAV ASHOK 12BSP1880KAYUR JAYESH DESAI 12BSP1462MALPEKAR SHARDUL DATTARAM 12BSP1557NAVDEEP KAUR 12BSP0726NAYAN RAJENDRA CHINGLE 12BSP0737NEERAJ VASWANI 12BSP0740NIDHI AGARWAL 12BSP0753NILESH PACHAURI 12BSP0781NIRAV VIJAYBHAI PATEL 12BSP0789NISHANT JITENDRA PANDEY 12BSP0792NITYA SUNIL KUMAR SRIVASTAVA 12BSP0808PRACHI SHARMA 12BSP0866PRACHI TYAGI 12BSP0867PRIYANKA SHIRISH MANSUKH 12BSP0918RAGINI KUMARI 12BSP0935RAHAT TANDAN 12BSP0936RAJAS RAJENDRA SAWARDEKAR 12BSP0956RAJKUMAR CHANDUBHAI BHALODIA 12BSP0964RATHOD PRATIK KIRTIKUMAR 12BSP1480RATNADEEP VILAS KEER 12BSP0991RENUKA E CHIKANE 12BSP0998ROHAN BHASKAR 12BSP1023RONAK RAJESH MEHTA 12BSP1036ROSTUM YEZDI IRANI 12BSP1039SAHEEL DEDHIA 12BSP1067SANDEEP RAJPOOT 12BSP1096SHWETA YELDO THADATHIL 12BSP1209SOURABH MODI 12BSP1250SUCHETA VINAY TIWARI 12BSP1261SUNDAR SINGH BHADORIYA 12BSP1280SUNIL KUMAR 12BSP1281SWAYAM DATTA 12BSP1310TEJAL RAJIV RANE 12BSP1324TRIVENI SETIA 12BSP1330TUHIN SUBHRA CHAKRABORTY 12BSP1332

VIBHA SINGH 12BSP1370VIDYALAKSHMI SHARMA 12BSP1376VIKALP AGARWAL 12BSP1380VIKRAM SOMANI 12BSP1386VINAY SURESH ARYA 12BSP1389VINIT KIRAN MEHTA 12BSP1395VIVEK SURENDRA PANDEY 12BSP1415VRUTANT SANJAYBHAI VAKHARIA 12BSP1417YOGESH BALASAHEB DAINGADE 12BSP1428YOSHITA SANKHLA 12BSP1431

case title sr no

Corporate Blogging - CRM redefined

Burj Al Arab

Customer focus in retailing Apple way

Four Season's HR Practices

Zappo's values based culture

Mumbai Dabbawala

Gap's bet on store retailing

Amazon - Customer Service Champion

Publix Super market

Publix Super market

Yatra.com's click and mortar

Day Sessions TOPICS

1 2

2 2

3 2

4

35

2 Strategies for Services Marketing: Positioning & Differentiation6

627

7 1 MID- TERM TEST

8 2

9 2 Demand & Capacity: Yield management

10 2

11 2Managing Service Promise: Role of Advertising, Pricing of Services12 2

13 2

14 2

15 2 Examining service profit chain in detail- In search of human leadership

30

Introduction: What are services? Why services marketing- Goods Vs services Marketing-Addressing the challenges of services marketing- Services Marketing Triangle- The services Marketing mixUnderstanding the Consumer: Search verses experience Vs Credence Properties- decision Making

Managing people for Competitive Advantage: Employee andcustomer role in service delivery.Process - the role of culture in Service- Customer expectation- customer Perceptions. Gaps Model

Evaluating Success of Service Offering: Service quality and measurement – SERVQUAL

Service Development Design & Standards: New Service Development Process – Basic service to potential service - Customer Defined Service standards

Delivering Services- Role of Employees and Customers in service delivery; Role of Intermediaries - Service process – Blue printing – Physical evidence

Gaps Models: Types- - causes- How to rectify the gaps. Service recovery - Role of CRM

Service Leadership: Shifting from being merely delivering organization to world class service provider

CASE STUDIES TO BE DISCUSSEDdate

Singapore Airlines 25-Nov-13 all the student

Zappo's values based culture25-Nov-13

Gap's bet on store retailing 2-Dec-13

Amazon - Customer Service Champion 9-Dec-13

Burj Al Arab 16-Dec-13

Mumbai Dabbawala 23-Dec-13

Publix Super market 30-Dec-13

Customer focus in retailing Apple way 6-Jan-14

Corporate Blogging - CRM redefined 13-Jan-14

Yatra.com's click and mortar 20-Jan-14

Four Season's HR Practices 27-Jan-14