Eric
Marks
Loretta Ryan
September 29, Customer Behavior and Expectations
Bob
Little
Albert Kondak
Diana Fudale
October 6, Customer Perceptions
Amy
King
Sharon Kinberg
Nicole Alpino
October 13, Service Research
Tess
Woods
Mindy Nitzberg
Rick Epstein
October 20, Segmentation and Retention
William
Creamer
Greg Malek
Donna Pellegrino
October 27, Service Standards and Measurement
Megan
O'Banks
Eric McAlley
Cathy Furness
November 3, Service Positioning and Customer Roles
Jeff
Rubin
Lisa Carnevale
November 10, Managing Demand and Pricing
Jeff
Esteves
Laila Benschine
Ted Carrozza
December 1, International and Internet Marketing
Prakash
Vilanilam
Rich Mowery
Amy Zelinski
December 8, Marketing Communication and Servicescape
Ianina
Citrea
David Swartz