OBJECTIVES
It discusses the general and differential elements that need to know to manage a service business. The management model "Servuction" created by Eric Langeard and Pierre Eiglier identifies the key factors for the production of a service and properly structuring an offer services tailored to market needs.
The program can help in the management and marketing services through a good knowledge of the elements and factors influencing the success of a new service, methods and techniques that facilitate the production process of new services.
It is designed for managers, for the employer or responsible for the launch of new services, and for those who have the responsibility to improve existing services.
AGENDA-MODULES
1. Service’s organizations. Overview and differential
2. Marketing concept and marketing mix
3. Phases of services marketing
4. Management model: elements of a Servuction
5. The engineering services and the price
6. Physical supports
7. Personal contact
8. Client’s involvement
9. Distribution of services
10. Communication: information and delivery
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