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National College Credit Recommendation Service

Board of Regents  |  University of the State of New York

Center for Financial Training | Evaluated Learning Experience

Marketing MKT201


51 hours (11 weeks).

Various; distance learning format.

April 2024 - Present. 

Instructional delivery format: 
Online/distance learning
Learner Outcomes: 

Upon successful completion of this course, students will be able to: explain what services are and identify important trends in services; explain differences between goods/services and resulting challenges/opportunities for businesses; explain the gaps model of service quality; identify sources of customer expectations of service, including controllable/uncontrollable items; explain the importance of customer satisfaction;  describe strategies by which companies can facilitate interaction with customers; identify and explain strategies for effective service recovery with examples; identify and explain the stages and unique elements of service innovation and development; explain the differences in types and roles of servicescapes and the implications for strategy; explain the importance of creating a service culture; and identify ways to integrate marketing communications in service organizations.


Instruction is facilitated by an instructor who guides students through each lesson and is available to answer questions and provide feedback on assignments. Each week, students receive an assignment over the Internet that includes reading assigned chapter(s) from the textbook. Students complete a short assignment that is forwarded electronically to instructors or posted it to the electronic class Discussion Board while also taking a self-check test. Additionally, students collaborate with other students on some assignments using electronic discussion boards, chat rooms, and e-mail. The 11-week course requires a mid-term examination and final examination which are delivered electronically. Overall grades for the class are based on student performance on the weekly assignments, mid-term examination and the final examination. Major topics include the Gaps Model of Service Quality; Consumer Behavior in Services; Customer Expectations of Service; Customer Perceptions of Service; Building Customer Relationships; Aligning Service Design and Standards; Employees’ Roles in Service Delivery; Delivering Service through Intermediaries and Electronic Channels; Managing Demand and Capacity; and Pricing of Services.

Credit recommendation: 

In the lower division baccalaureate/associate degree category, 3 semester hours in Business, Marketing, or Consumer Behavior (4/24).