Services Marketing: Concepts, Strategies & Cases 4e:

Video Library

CAUTION: The videos below have been screened for appropriate material and language; however, what is “appropriate” for some may not be “appropriate” for others. Please prescreen your video selections for suitability prior to use in the classroom. Comments and/or suggestions for adding additional videos to the video library can be sent to . We hope you and your classes enjoy and find worthwhile the video selections below.

Consumer Behavior
A Tale of Two Brains /
Customer Satisfaction
The Chick-fil-A Song /
John Caparulo - Customer Service (Comedy) /
Customer Service (Automated Answering Service Rant) /
Hidden Camera—Unhappy Customer /
Hospitality:
Unusual Hotel Services /
Tips on Choosing the Right Hotel Room /
Hotel Cleanliness and What You Can Do About It /
The Hotel Industry /
How Hotels Fail their Guests (Knowledge Gap) /
Internal Service Quality
Google - Best Place to Work For /
Why Do People Work At Zappos? /
Undercover Boss: Hooters Girls Playing Reindeer Games (Example of very poor ISQ) /
Service Culture
Inside the Googleplex /
Inside Luxury Travel - The Ritz Hotel London /
Passionate Customer Service - Tony Hsieh, Zappos /
Service Failure & Recovery
United Breaks Guitars /
Customer Cancels AOL /
Successful Complaining /
How to Deal with Rude Customers /
Service Personnel:
Flight Attendant Rap /
Bring It On - The Ritz Hotel Waiters - Part 1 /
Bring It On - The Ritz Hotel Waiters - Part 2 /
Bring It On - The Ritz Hotel Waiters - Part 3 /
Steven Slater Jet Blue Flight Attendant /
A Comcast Technician Sleeping on My Couch /
Undercover Boss: Blow My Top (Poor Customer Service) /
Service Pricing
Airline Safety Video FUNNY!!! MAD TV (Pricing Parody) /
Spirit Airlines carry-on luggage charge -- music parody /
Scott McCartney on Airline Ticket Pricing /
Time Warner Cable Commercial (Price Bundling) /
Service Promotions:
First 6 Free Credit Report.Com Commercials /
NEW E*TRADE Baby – Girlfriend /
Commercial: Merrill Lynch /
Carl Edwards AFLAC Commercial 2010 /
The Geico Gecko /
Embrace Life—Always wear your seatbelt. /
Servicescapes:
Burj Al Arab -World's only seven star hotel /
The World - Dubai /
Frozen Hotel /
Ski Dubai /
Hilton Maldives Resort Underwater Restaurant /
Marina Bay Sands / (click Play Video)
Sustainability:
Sustainability Explained through Animation /
Build a Strategy for Sustainability /
The Story of Bottled Water (2010) /
Undercover Boss:
Herschend Family Entertainment
Undercover Boss - Meet John Briggs /
Undercover Boss - Taking Pride /
Undercover Boss - Undercover Server /
Undercover Boss - The Future CEO /
Undercover Boss of "Herschend Family Et.” Sums it Up /