Baines, Fill, & Rosengren: Marketing 4e
Chapter 15: Library of video links
Resource Title: Laurie Young - The growth of China's service economy
Brand and/or Topic: Services Marketing, China
Resource Description: International services marketing specialist Laurie Young's webcast for the Hong Kong Trade & Development Council on the growth of China's service economy and its potential with Hong Kong to take on and compete with the big service brands globally.
Link (URL): http://www.youtube.com/watch?v=hezg6KMBZ9g
Resource Title: Services Marketing
Brand and/or Topic: Services Marketing, Airline Service Sector
Resource Description: A comedy video about services in the airline industry and the associates charges in the industry.
Link (URL): http://www.youtube.com/watch?v=76LP3suWgTw
Resource Title: Peter Doyle on Relationship Marketing
Brand and/or Topic: Relationship Marketing, Peter Doyle
Resource Description: The late, great, Professor Peter Doyle, was, in my opinion, the outstanding European Professor of his era. One of the few Britons to be awarded the American Marketing Associations Gold Medal, here, he explains one of the secrets of long term success relationship marketing.
Link (URL): http://www.youtube.com/watch?v=OPj1Z7dC560
Resource Title: SERVQUAL Model
Brand and/or Topic: Services Marketing, SERVQUAL
Resource Description: Customer Relationship is at the heart of all successful companies. It is the single most important factor that influences people in their choice between one company and another. Customer care has also been identified as an area in which where there are large skills gaps. Customer has also been identified as an area in which where there are large skills gaps.
Link (URL): https://www.youtube.com/watch?v=YVGvIJlTjak&list=PLK-gsxm6j2oBxP226GHvNykIaeMcubSJP