Spring Online

Service Marketing and Management / Retail Management

BMT 235--Four Quarter Hours

Brian R.  Hoyt
Brasee Hall 204 B
Ohio University--Lancaster Campus
654-6711, 252
hoyt@ohiou.edu

Please refer to the complete final course syllabus available on the course Website once the course begins.

Course
Description

Policies and procedures pertaining to planning sales effort and control of sales operations. Personality development and role of selling in society, careers, and psychology and philosophy as related to selling.

Prerequisites

None but Principles of Marketing is recommended


Methods of Course Instruction

All course content is presented on the World Wide Web; e-mail is used for submission of assignments, as well as for the instructor's evaluation and comments.

Course Objectives

  • Expose students to service issues in the workplace today

  • Provide opportunity for students to exhibit specific service assessment skills

  • Experience successful completion of problem solving activities.

  • Expose students to basic theories in service marketing and management

  • Expose students to principles of service including identification of service contacts, customer loyalty, service recovery, service systems, and many others

  • Provide students with an opportunity to exhibit service analysis and evaluation techniques including mystery shopping.

General Course Requirements

5 lessons and a final exam

Materials

Required

Text(s)

Principles of Service Marketing & Management , Lovelock & Wright.  Prentice Hall (2nd edition).  ISBN: 0-13-040467-5

Additional or Optional Materials
Additional readings and handouts as assigned

Note: The books for the course are in stock at College Bookstore, (740) 594-3505. Click here for online ordering.

Exams
Requirements

1 exam (Final) - No proctoring required

How is the exam to be taken: Traditional

Date of Exam
Final exam - final exam week

Call the Ohio University Online Staff at 1-888-551-6446 if you have questions about this course or the enrollment process.


Call the education counselors in Lifelong and Distance Learning at (740) 593-2910 for information about online degree opportunities from Ohio University.