Service Management Summary

Description

This is a summary of Service Management week 1-11. There is no week 12 due to reviewing week. Week 1 - Introduction to Service Management Week 2 - Service Encounter Week 3 - Customer Expectations, Service Quality and Customer Satisfaction Week 4 - Customer Performance Metrics, Delight and Perceived Value Week 5 - Service Communication and Management of Physical Evidence Week 6 - Service Pricing and Process Week 7 - Managing Capacity and Demand Week 8 - Customer Participation in Value Co-Creation or Co-Destruction Week 9 - Customer Relationship Management Week 10 - Service Worker Welfare & the Changing Face of Frontlines Week 11 - Service Recovery & Guarantees This note is based on the lecture and reading of Semester 1, 2019. Also, it includes some extra information. Very useful and contains explanations for certain aspects.