ELEVATE THE WAY
YOU TEACH SERVICES &
EXPERIENCE MARKETING
All Stukent bundles are designed to make teaching a cohesive experience from start to finish, while conveniently saving you and your students time.
The up-to-date foundational theory and real-world experience is a powerful combination to prepare students to be successful in the growing job market.
Bundles include the simulation and courseware that work hand-in-hand to provide an engaging learning experience.
Give Students Hands-on Experience
in the Services Industry
Through an immersive storyline, Mimic Services Marketing teaches students to select market segments, create consumer surveys, analyze focus group responses, build value propositions, purchase qualitative and quantitative research, and more.
Provide students with a solid foundation in consumer behavior with this revolutionary simulation
With Mimic Services Marketing,
Your Students Will Take on the Role of a Marketing Manager at Buhi Supply Co,
Where They Will:
Mimic Services Marketing
- Apply consumer research insights and metrics to guide marketing decisions
- Set features and recommend standards for a service
- Listen and respond to customer feedback and complaints
- Identify recovery strategies for maintaining customer satisfaction
- Allocate budgets to processes that help achieve service standards
- Adjust service features to meet customer expectations
- Evaluate and select marketing communications to effectively promote a service
Services Marketing Concepts,
Upgraded
Show students how to deliver first-class services and experiences with Services & Experience Marketing.
In this courseware, students will learn how to manage customer expectations, explore the Gaps Model, discover service design processes, and more. With tons of resources for educators and students, this courseware emphasizes the importance of the customer experience and teaches students how to deliver excellence.
Expand Your Definition of Courseware
Updated every year
with lifetime access for students
100+ resources
Case studies, lecture slides, exams, lesson plans and more
Virtual TA by Stukent
with a 96% customer service satisfaction rating
All-new
Services & Experience Marketing
Includes 1 cumulative project, sample syllabus & course schedule
Table of Contents
Chapter 1: A World of Services
Chapter 2: The Nature of Services
Chapter 3: Services as a Differentiator
Chapter 4: Services Marketing Framework (The GAPS Model)
Chapter 5: Dimensions of Service Quality
Chapter 6: Understanding and Managing Customer Expectations
Chapter 7: Building and Managing Customer Relationships
Chapter 8: The Experience-centric Organization
Chapter 9: The Service Design Process
Chapter 10: Setting Service Standards
Chapter 11: The Service Environment
Chapter 12: Employees as Agents of Service
Chapter 13: Integrated Service Marketing Communications
Chapter 14: Service Failure and Recovery
Chapter 15: Creating a Culture of Service Excellence
Chapter 16: The Financial Impact of Service Quality
Jerry Rackley, MBA
Jerry Rackley, MBA is Executive-in-Residence in the Marketing and International Business department at the Spears School of Business, Oklahoma State University. He recently earned his MBA in Marketing with Honors from Southeastern Oklahoma State University. His diverse marketing background includes 35 years of experience at some of the world’s largest companies, as well as many start-up organizations. He continues to serve as a marketing consultant, which enables him to bring a rich, current, and practical marketing perspective into the classroom. Rackley is the author of Marketing Analytics Roadmap: Methods, Metrics, and Tools. He resides in Stillwater, Oklahoma.
Dr. Maribeth Kuzmeski
Dr. Maribeth Kuzmeski is an Assistant Professor of Practice for the School of Marketing and International Business in the Spears School of Business at Oklahoma State University. She is a sought-after speaker who is rated a Top 25 C-Suite Speaker by Meetings & Conventions Magazine. She has consulted and worked with Fortune 500 companies, entrepreneurial-minded corporations, financial services firms and state agencies through her Chicago-based firm, Red Zone Marketing, Inc. Maribeth has a bachelor’s degree from the Newhouse School of Public Communications at Syracuse University, an MBA from The George Washington University, and a PhD in Business Administration from Oklahoma State University.
Request Free Instructor Access
A Stukent course consultant will verify you are an instructor and send you an email to set up your account.
Take a Look at the Simulation
To make sure you don’t miss any important features, we suggest having a course consultant show you around the Mimic Services Marketing simulation.
Fill Out the Order Form
A course consultant will help you fill out an order form when you’re ready to start using the simulation.
Help educators help students help the world
Stukent Keeps Academia Current
The Services Marketing Bundle
Stukent bundles include:
- Hundreds of instructor and student resources
- First-in-the-world simulations
- Continuously updated courseware
All Stukent bundles are designed to make teaching a cohesive experience from start to finish, while conveniently saving you and your students time.
Bundles include the simulation and courseware that work hand-in-hand to provide an engaging learning experience.
The up-to-date foundational theory and real-world experience is a powerful combination to prepare students to be successful in the growing job market.
Coming Soon!
Mimic Services Marketing
KEY LEARNING OBJECTIVES
In this simulation, students will be:
- Analyzing consumer research and key metrics to guide marketing decisions
- Setting features and recommending standards to shape a subscription service
- Responding to customer and coworker messages, identifying recovery strategies for maintaining customer satisfaction
- Allocating budgets to processes that help achieve service standards
- Adjusting service features to meet customer expectations
- Evaluating and selecting marketing communications to effectively convey offerings and initiatives
"Services & Experience Marketing"
- Lesson Plans
- Expert Sessions
- Online Assignments
- Projects
- Sample Syllabus
- Lesson Slides
Meet the Authors:
Jerry Rackley, MBA
Jerry Rackley, MBA is Executive-in-Residence in the Marketing and International Business department at the Spears School of Business, Oklahoma State University. He recently earned his MBA in Marketing with Honors from Southeastern Oklahoma State University. His diverse marketing background includes 35 years of experience at some of the world’s largest companies, as well as many start-up organizations. He continues to serve as a marketing consultant, which enables him to bring a rich, current, and practical marketing perspective into the classroom. Rackley is the author of Marketing Analytics Roadmap: Methods, Metrics, and Tools. He resides in Stillwater, Oklahoma.
Dr. Maribeth Kuzmeski
Dr. Maribeth Kuzmeski is an Assistant Professor of Practice for the School of Marketing and International Business in the Spears School of Business at Oklahoma State University. She is a sought-after speaker who is rated a Top 25 C-Suite Speaker by Meetings & Conventions Magazine. She has consulted and worked with Fortune 500 companies, entrepreneurial-minded corporations, financial services firms and state agencies through her Chicago-based firm, Red Zone Marketing, Inc. Maribeth has a bachelor’s degree from the Newhouse School of Public Communications at Syracuse University, an MBA from The George Washington University, and a PhD in Business Administration from Oklahoma State University.
