Course Notes + Final Exam Notes

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