Marketing of Services (MOS)

By
Dr. Tripti Ghosh Sharma (Sections B and C)

Evaluation Criteria:
COMPONENT MARKS
1. SECTORAL REPORTS 15
2. COMPANY REPORTS 15
3. ASSIGNMENT ON SERVICE INNOVATION 15
4. ASSIGNMENT ON SERVICE FAILURES AND SERVICE RECOVERY - 15
CUSTOMER SENTIMENT ANALYSIS (USING REVIEWS OF CHOSEN
COMPANY)
5. END TERM EXAM 40

Session Conduction

No of Total No of Topic No of Case No of Group Presentations

Sessions Duration Topics to Discussion Cases to Discussion Presentations
(Minutes) be Covered be
Covered
2 150 2 40 Minutes 1 60 Minutes 2 25+25 Minutes

APO Group Rules:

1. Maximum 8 Members in a Group.
2. Groups to be formed and finalised through a Google form by the end of 19th June
2019.
3. Google Form will also capture the Chosen Service Sector and Company in that Sector
for each group. (Guidelines to be shared separately for sectoral report and for
Company report, guidelines are already shared in the course outline)
4. No duplication is allowed within a section. One person of the group must preferably
have a contact in the chosen Company.
5. The Sectors will be allotted to groups based on first come first serve basis ONLY.
6. Each Group will have the following tasks to perform as per dates to be assigned.
1. 1 Class Presentation of their Chosen Service Sector + Company Reports
2. 1 Submission on “Service Innovation” (Guidelines to be shared separately)
3. 1 Submission on “Service Failures and Recovery” (using reviews of chosen
company)

Study Material:
1. Course Outline has been already provided. Text Book will be provided on 20th June.
2. Course Pack containing the Cases (Total – 8 in number) are available with APO
3. Slides for Monday Classes will be shared in advance on Saturday and for Thursday
Classes it will be shared by Tuesday.
Presentation and Submissions:
1. Sector + Company Reports Presentation for every 2 groups will start from Session
3&4 onwards up to Session 13&14.
2. Each Pair of Session will host 2 Groups to present their Sector + Company Reports.
3. Presentation Schedule to be shared based on chosen industry and companies across
sections
4. The Presentations for the 2 Monday Groups needs to be submitted every Saturday
11.59 PM to the CoCo via mail. Any changes if required will be reverted back by
Sunday.
5. The Presentations for the 2 Thursday Groups needs to be submitted every Tuesday
11.59 PM to the CoCo via mail. Any changes if required will be reverted back by
Wednesday.
6. Only PPT is expected and not a Report Document for the Sector + Company Reports.
7. Presentations MUST contain citation of the source of the data below every slide.
8. Other Submission Dates will be announced soon. Groups are expected to be ready
with their first submission of ‘“Service Innovation” by the end of their scheduled
presentation in the form of a Report Document.
9. Time for each Group Presentation is 15 Minutes + 10 Minutes for Q&A.

General Guidelines:
1. Expected Number of Cases to be handled is 8 excluding Session 1&2
2. Students are expected to read the slides and prepare the case for the respective
sessions without fail before attending the class.
3. Other Readings and Text book Chapters to be prepared for a Session are mentioned in
the Couse Outline in detail. Kindly follow the same.
4. Please note that the classes are scheduled only on Mondays and Thursdays and always
in pairs of 2 sessions, involving 2 Topics to be handled, 1 Case to be discussed, and 2
Groups to present their Sector + Company reports.
5. Every communication of the session slides or other information will be shared to your
outlook mail ID through the outlook group for MOS – Section B and C.
6. Submissions to be sent without delay (via Mail only) to the respective CoCo of the
class and NOT to the faculty directly.
7. Late submission, or failure to abide by the guidelines in the Reports PPT will incur
Zero Marks allotted for the same with no chance of repeat presentation