Quality, service-profit chain and standards

Quality, service-profit chain and standards

Bachelor of Business Studies (BBS) — Fourth Year

Subject: Fundamentals of Services Marketing (MKT 254)

Unit 5: ServiceProduct and Quality Management

Academic Year: 2083/84

Topic Objectives

After studying this topic, students should be able to:

• Explain the scope and key elements of quality, service-profit chain and standards.
• Apply the relevant marketing concepts to a defined customer group, market or business decision.

Curriculum Scope

• Maintaining service quality and model of service quality
• Service-profit chain strategy
• Researching service quality and setting quality standard

Detailed Microsyllabus

1. Quality management

   1. Explain maintaining quality across service encounters.
   2. Apply the relevant service-quality model to a defined situation.
   3. Identify delivery processes and employee contributions.

2. Service-profit chain

   1. Trace relationships among internal service quality, employees and customers.
   2. Connect satisfaction and loyalty with business performance.
   3. Discuss assumptions and limits of the proposed relationships.

3. Research and standards

   1. Select appropriate feedback and operational measures.
   2. Translate findings into clear service standards.
   3. Monitor performance and revise standards responsibly.

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Curriculum reference: Tribhuvan University, Faculty of Management, revised four-year BBS curriculum, PDF pages 109–111.

Source note: The curriculum scope above is retained from the existing TU syllabus breakdown. The numbered study subtopics are editorial elaborations for teaching and study, rather than a separately issued TU syllabus. Unit or component allocations apply at their stated level; no separate topic hours or marks are assigned here. Examples involving current laws, rates, institutional products or Nepalese status must identify the relevant period and official materials; no changing numerical or legal requirements are invented here.