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CB2014

Published on Nov 18, 2015

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PRESENTATION OUTLINE

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#CBSPRING14

CONSUMER BEHAVIOR 320
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DR TIM DALY

Ph.D. MMR BComm
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CONTACT

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UNIVERSITY OF AKRON

ASSISTANT PROFESSOR 2009-2011
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UNIVERSITY OF WESTERN AUSTRALIA

ASSISTANT PROFESSOR 2012 - 2013
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UNITED ARAB EMIRATES UNIVERSITY

NOW!
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SERVICE FAILURE

IS NOT AS IMPORTANT AS SERVICE RECOVERY
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WHAT IS CB?

STUDY OF THE PROCESS OF CONSUMERS SOLVING PROBLEMS
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CLASS RULES

  • Be on time (late is absent)
  • Be here
  • Be prepared
  • Be respectful
  • Be involved
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TEXTBOOK

​Services Marketing (6th) Zeithaml, Bitner, & Gremler, McGraw-Hill.
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ASSESSMENT

  • Individual Paper (15%)
  • Group Project (20%)
  • Mid-Term 1 & 2 (10% each)
  • Final Exam (40%)
  • Participation (5%)
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EXCUSES - Must be approved by:

ASSISTANT DEAN FOR STUDENT AFFAIRS (DR HANAN AL MAZROUEI)
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Tim Daly