UQ

Semester 1, 2018


Course Notes + Final Exam Notes

15 pages

5,845 words

$29.00

1

Description

Includes detailed notes from Lectures 2 - 12 with review and important concepts.
Last 2 pages are notes to take into final exam.

Topics Covered:
Lecture 2 - Evolution of Management
Lecture 3 - Evaluating Quality in Service
Lecture 4 - Customer Orientation (Part 1)
Lecture 5 - Customer Centricity (Part 2)
Lecture 6 - The Service Encounter (Employee - Customer Interface)
Lecture 7 - Service Values and Vision
Lecture 8 - Supply, Demand and Psychology of Waiting
Lecture 9 - Service Profit Chain and Service Culture
Lecture 10 - Service Guarantees
Lecture 12 - Review

Author

Courtney

Campus

UQ, St Lucia

Member since

March 2014