Learning Outcomes

In this free course, you will learn how to:

• Describe the different types of services marketing processes
• Recall how to conduct a SWOT analysis of a company
• Explain how to analyze new business opportunities
• Discuss the different ‘bases’ of segmentation
• Describe the six stages in which customers purchase and consume services
• List out the nine stages of new service development
• Outline the eight established supplementary services
• Discuss service quality in relation to customer expectations
• Identify the five service gaps in the ‘Gap’ model of service quality