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.


UniMelb

Semester 1, 2019


63 pages

21,306 words

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Author

Pirada

Campus

UniMelb, Parkville

Member since

July 2017