1. Improving Classroom Service Quality Neeli Bendapudi Fisher College of Business The Ohio State University 10-25-01 Services Marketing Doctoral Consortium

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

3. Teaching Philosophy Coach Mentor Facilitator Love of learning!

4. Teaching Philosophy Be Responsible Be organized Be on time Keep promises

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

6. Be challenging Future classes Employers

7. What I bring to the table

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

9. Customer mix Elective versus required Business versus non-business

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

11. 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

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

13. Mechanics of Teaching

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

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

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

17. Customer Co-production

18. Customer co-production Before class In-class After class

19. 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

20. Visual learners Auditory learners Kinetic learners

21. Making Connections Real-world applications Big Picture reiteration

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