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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UniMelb, Parkville

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July 2017