Lectures: 1. The importance of services in modern society. The definition, characteristics and types of services. 2. Business in services - market research, concept formation, Porter five forces model, the structure of services according to Kaspar, the concept of entrepreneurship in the service, the function. 3. Leadership and Human Resources Management + model of flexible firms. 4. Managing of supply and demand. Queuing theory. Inventory demand. 5. The fifth P in the service - PEOPLE - the role of employees, customers and markets reference + internal marketing. 6. Product policy: a model of basic services and peripheral products, range of services, auditing product, the optimal mix of services, resources, analysis, life cycle services, the importance of brand development of new services - the reasons and types of procedure, the withdrawal of services from the market. 7. Pricing policy: influences on the prices of services - an opportunity cost of the customer, government intervention, accreditation, service features, no essentiality of mainly market services, classification services for pricing purposes, types of pricing according to the classical factors - costs, competition, demand, cutting costs and specifics services, the value of customer service, costing, price elasticity, pricing tactics (species). 8. Communication policy: the role of verbal advertising, instruments mix of classical communication, communication strategies, tools of modern communication (direct marketing, Internet); Budgeting communication mix. 9. Customer Relationship Management - history, philosophy, system and contemporary significance 10. Distribution Services: flexibility of production and consumption, flexibility, customer segmentation, location models, the role of intermediaries (types, features, advantages and disadvantages, selection, principles of management of physical distribution of material elements, information technology in the service. 11. Business advice: characteristics, development stages (types and activities in the division stages). 12. - 14. Specifics of the various services sectors (banking, insurance, tourism, public services and state and local governments) - in terms of both service providers and clients.
|
-
Ekonom.
-
EURO MAGAZÍN.
-
Moderní řízení.
-
BEDNÁŘ, F. Management a marketing služeb. Brno, 2002. ISBN 80-85429-70-5.
-
HOET, U. -SCHWARZ, W. Qualitätstechniken für die Dienstleistung. München, 2002. ISBN 3-446-19007-4.
-
PARMOVÁ, D. Řízení služeb. Přednášky. České Budějovice, 2004. ISBN 80-7040-673-9.
-
Vaštíková, M. Marketing služeb: efektivně a moderně.. Praha, 2014. ISBN 978-80-247-5037-8.
|