Designing and Managing services
3 important questions on Designing and Managing services
Best practices for top service companies
- Strategic concept: customer obsessed
- Top-management commitment
- High standards
- Profit tiers
- Monitoring system
8 factors that cause customers to switch companies
inconvenience
core service failure
service encounter failures
response to service failure
competition
ethical
involuntary switching
5 gaps that cause unsuccesful delivery (Service quality model)
- consumer expectation - management perception
- management perception - service quality specification
- service quality specifications - service delivery
- service delivery - external communication
- perceived - expected service
The question on the page originate from the summary of the following study material:
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