Services Marketing
MKT 325 Spring 2012

Professor: John Stockmyer, Ph.D.
Course Web Site: www.johnstockmyer.com/enmu/
Class Room: COB 110
Class Meeting Times: M/W/F   11:00-11:50
Office E-mail: john.stockmyer@enmu.edu
Office: COB 221 (575-562-2352)
Office Hours: [M/T/W/F: 1:00-3:00 P.M.]
(Additional office hours by appointment - All times are Mountain Time)

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COURSE INFORMATION / ASSIGNMENTS

NOTE: This Web site will be the main source of information for MKT 325

Course Syllabus / Expectations (NOTE: Textbook Information is on the Syllabus)

Live Class Sessions (anticipated):

• Wednesday, January 18
  • This will be a short introductory session. I will take attendance, and explain the mechanics of the course
    
  
  

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• Friday, January 20
  • Introduction to Services Marketing
  
  Additional Reading/Info. for this class
  1. Chapter 1
  2. Chapter 1 powerpoint file (2.8 Mb)
  
  

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• Monday, January 23
  • Introduction to Services Marketing / Consumer Behavior in a Services Context
  
  Additional Reading/Info. for this class
  1. Chapters 1 and 2
  2. 4 Historical criteria that distinguish services marketing: Intangibility, Variability, Inseparability, Perishability
  
  

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• Wednesday, January 25
  • Consumer Behavior in a Services Context
  
  Additional Reading/Info. for this class
  1. Chapter 2
  2. Chapter 2 powerpoint file (2.7 Mb)
  
  

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• Friday, January 27
  • Case Presentations
  
  Additional Reading/Info. for this class
  1. Assignment: Case 1 - Sullivan Ford Auto World (pps. 432-436)
     Instructions:
     
     • In-Class presenters: Joseph Amdahl, Kevin Anderson, Ying Bi, Tabith Cole, Robert Contreras
       1. Submit your answers to Study Questions 1-3 (page 436) to turnitin by the start of class time. (50 points)
       2. Make a presentation (5-10 minutes) that addresses Study Question # 4. (50 points)
     • In-Class non-presenters:
       1. Submit your answers to Study Questions 1-3 (page 436) to turnitin by the start of class time. (50 points)
       2. Provide your input (discussion) regarding the presentations and related discussion.
  
  

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• Monday, January 30
  • Sullivan Auto World Debrief

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• Wednesday, February 1
  • Instructor Illness: No class today.

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• Friday, February 3
  • Finish up Chapter 2

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• Monday, February 6
  • Positioning Services in Competitive Markets
  
  Additional Reading/Info. for this class
  1. Chapter 3
  
  

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• Wednesday, February 8
  • Competitive Advantage, Perceptual and Positioning Maps
  
  Additional Reading/Info. for this class
  1. Chapter 3
  2. Chapter 3 powerpoint file (3.4 Mb)
  
  

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• Friday, February 10
  • Application Exercise Presentations
  
  Additional Reading/Info. for this class
  1. Assignment: Application Exercise Questions (page 79 - textbook)
     Instructions:
     
     • In-Class presenters: Brandon Fields, Tel Flewelling, Darlene Gonzales, Ashley Maahs, Irma Madrigal
       1. Submit your answers to Application Exercise Question number 2, 3 or 4 (your choice) to turnitin by the start of class time. (50 points)
       2. Make a presentation (4-6 minutes) that addresses Application Exercise Question number 2, 3 or 4 (your choice). (50 points)
     • In-Class non-presenters:
       1. Submit your answers to Application Exercise Question number 2, 3 or 4 (your choice) to turnitin by the start of class time.(Friday, Feb. 10) (50 points)
       2. Provide your input (discussion) regarding the presentations and related discussion.
  
  

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• Monday, February 13
  • Core and Supplemental Elements
  
  Additional Reading/Info. for this class
  1. Chapters 2, 4
  2. Chapter 4 powerpoint file (2.9 Mb)
  
  

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• Wednesday, February 15
  • Core and Supplemental Elements
  
  Additional Reading/Info. for this class
  1. Chapter 4
  2. Chapter 4 powerpoint file (2.9 Mb)
  
  

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• Friday, February 17
  • Distributing Service Through Physical and Electronic Channels
  
  Additional Reading/Info. for this class
  1. Chapter 5
     
  2. Chapter 5 powerpoint file (.5 Mb)
  3. Houston aims to be electric car capital
  4. Redbox, like Netflix, agrees to sales-only window
  5. iPads replacing restaurant menus, staff
  
  

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• Monday, February 20
  • President's Day - No class

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• Wednesday, February 22
  • Distributing Service Through Physical and Electronic Channels
  
  Additional Reading/Info. for this class
  1. Chapter 5
  2. Assignment: Application Exercise Question A:
     - Apply The "Flower of Service" concept discussed in Chapters 4 and 5 to the services provided to students by ENMU. Briefly explain how the Flower concept is applicable to ENMU, and explain how ENMU (and its customers) might benefit from such an understanding. Finally, focus on at least two of the sub-elements of the facilitating services and/or enhancing services. (For example: Information[reminders/warnings] or Hospitality[transport/security])   How could/should these sub-elements be improved at ENMU? Be sure to select two sub-elements that make sense, and could make a real difference to ENMU.
     Instructions:
     
     • In-Class presenters: Arsenio Medrano, Stefan Mirabel, Ju Wan Park, Luis Quinones, Ashley VerBerkmoes
       1. Submit your answers to Application Exercise Question A to turnitin by the start of class time. (50 points)
       2. Make a presentation (4-6 minutes) that addresses Application Exercise Question A. (50 points)
     • In-Class non-presenters:
       1. Submit your answers to Application Exercise Question A to turnitin by the start of class time. (50 points)
       2. Provide your input (discussion) regarding the presentations and related discussion.
  
  

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• Friday, February 24
  • Debrief: Petals of Service at ENMU / Discussion
  
  Additional Reading/Info. for this class
  1. Chapter 5
     
  
  

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This page was last updated on February 13