5. Lecture 0 MARKETING AND BANKING
March 27th
Lecture 1 SERVICES VS. PRODUCTS
Lecture 2 QUALITY OF SERVICES
April 10th
Lecture 3 KNOWING YOUR CUSTOMER
Lecture 4 SEGMENTATION
April 24th
Lecture 5 UNDERSTANDING COMPETITORS
BANK SERVICES, INNOVATION AND
Lecture 6
PRICING
May 8th
Lecture 7 MARKETING CHANNELS
May 22nd Lecture 8 COMMUNICATION FOR BANKS
30. CONSEQUENCES
Customers participate in and affect the transaction
Customers affect each other
Employees affect the service outcome
Decentralization may be essential
Mass production is difficult
33. CONSEQUENCES
Service delivery and customer satisfaction
depend on employee actions
Service quality depends on many
uncontrollable factors
There is no sure knowledge that the service
delivered matches what was planned and
promoted
