SQ Lecture Nine -Building Relationships & Service Recovery (Chapters 12 and 13)

SQ Lecture Five : Promoting and Educating Customers & Designing and Managing Service Processes (Chaps 7 and 8)

SQ Lecture Seven - Managing People for Service Advantage

SQ Lecture Six : Crafting the Service Environment (chapter 10)

SQ Lecture Four : Distributing Services & Setting Prices and Implementing Revenue Management (Ch 5 and 6)

SQ Project Guidelines (Part Two) - July 2013

SQ Lecture One : Introduction

SQ Exam Revision (October 2013)

SQ Lecture Two : Consumer Behaviour and Service Quality

SQ Lecture Eight - Balancing Demand Against Productive Capacity

SQ MCQ Practice Questions (October 2013)

SQ Project Guidelines (Part One) - July 2013

SQ Lecture Three : Positioning Services & Developing Service Products (Ch 3 and 4)

SQ Lecture Eleven - Change Management and Service Leadership

SQ Lecture Ten - Improving Service Quality and Productivity (Ch 14)