| Lecture No. | Description | Lecture By |
|---|---|---|
| Lecture 1 | Meaning and Nature of Services | Lecture by Dr. Rashmi Gujrati, Lecture by Dr. Arun Bhatia, Lecture by , Lecture by |
| Lecture 2 | Challenges of Services Marketing | Lecture by Dr. Arun Bhatia , Lecture by , Lecture by , Lecture by |
| Lecture 3 | Growing Importance of Services Sector in India | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 4 | Classification of Services and Marketing Implications | Lecture by Dr. Rashmi Gujrati, Lecture bys Dr. Arun Bhatia , Lecture by , Lecture by |
| Lecture 5 | Services Marketing Management Process | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 6 | Consumer Decision Making in Services | Lecture by Dr. Arun Bhatia , Lecture by , Lecture by , Lecture by |
| Lecture 7 | Customer Expectations and Perceptions | Lecture by Dr. Arun Bhatia , Lecture by , Lecture by , Lecture by |
| Lecture 8 | Defining and Measuring Service Quality and Customer Satisfaction | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 9 | SERVQUAL, House of Quality | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 10 | GAPs Model | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 11 | Service Recovery | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 12 | Service Design and Development | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 13 | Service Blueprinting | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 14 | Service Process | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 15 | Pricing of Services | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 16 | Services Distribution Management | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 17 | Integrated Services Communication Mix | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 18 | Physical Evidence and Servicescape | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 19 | Employee and Customer Role in Service Delivery | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 20 | Customer Retention Strategies. | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 21 | Hospitality Services,Airlines,Tourism Services | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 22 | Health Care and Wellness-Banking and Insurance Services | Lecture by , Lecture by , Lecture by , Lecture by |