Improving Classroom Service Quality Neeli Bendapudi Fisher College of Business The Ohio State University Services Marketing Doctoral Consortium

My teaching portfolio Undergraduate Promotional Strategy Marketing Management MBA Services Marketing Executive Education

Teaching Philosophy Coach Mentor Facilitator Love of learning!

Teaching Philosophy Be Responsible Be organized Be on time Keep promises

Be responsive To individual concerns Know them Acknowledge individuality Encourage introspection To class as a whole Office hours Gauge progress

Be challenging Future classes Employers

What I bring to the table

Teaching at a New Institution Gather syllabi Visit classes if possible Find out grading norms

Customer mix Elective versus required Business versus non-business

Preparing your syllabus The rhythms of the quarter or semester Goals and assessment Communicating expectations Peer review

Physical Facilities and other resources Plan ahead! Class size and type of interaction Tiered or flat class? Fixed or moveable seating Library and computer lab policies

Teaching Style To thine own self, be true! but Recognize your audience

Mechanics of Teaching

Asking Questions in Class Types of questions Comfort with pauses Learning environment

Class Participation The student who talks too much The student who talks too little The student who talks while you talk

Grading Distributive and procedural justice Essay exams and multiple choice Grievances How I handle Class Participation

Customer Co-production

Customer co-production Before class In-class After class

Student learning styles Variety of resources on internet VARK Educate students about their own learning styles and make them responsible for co-creating the ideal learning experiences

Visual learners Auditory learners Kinetic learners

Making Connections Real-world applications Big Picture reiteration

Using technology Not impressed by show and tell Legitimate tie-in Customer connectivity—virtual office hours, chat groups