Teaching

Video: What differentiates services from products?!

Have you ever asked yourself what differentiates services from products?! The following video by Sabine Benoit (née Moeller) answers this classical question in 3 minutes based on scientific research and can be nicely used...

Teaching Note: Patient Satisfaction Strategy Map

Guest article by Vikas Mittal Healthcare is one of the fastest growing service sector in the U.S. and world economy. A vast majority of patients rely on getting healthcare services from...

Teaching Note: Customer Satisfaction, Customer Loyalty, & Financial Performance in the Banking Sector

Teaching note by Vikas Mittal Banking is an essential service. According to a 2015 FDIC national survey, 68% of U.S. households use banking services. According to a Gallup report, worldwide, access...

Fundamental Basics of Guest Engagement – A Case Study

Case study by Vaibhav Garg This case study focuses on the aspect of service excellence & personal involvement of the hotel management to advocate the hotel service philosophy and how...

Amazon’s Fairy Tale Response to a Halloween Wish

guest article by Scott Cowley Amazon has recently been the target of some high profile negative press about its intense workplace pressures. One would almost think there would be little room at Amazon...

Digital Projects and Resources for Marketing Educators

guest article by Scott Cowley Today’s great news is that you’re in the Golden Age of teaching resources. The bad news is that you don’t magically know what all of...

Service Failure Handling at United Airlines

Guest article by Roland Rust and Ming-Hui Huang Those of you who attended the Frontiers in Service Conference in Bergen, Norway may have heard about the problems that my wife, Professor...

Reality Television in Services Marketing and Retailing Courses

guest article by Mark Rosenbaum Although some reality-based television programs are mindless, sexually provocative programming, this conclusion does not hold true across the board for the programming genre. Students who...