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Service Firm Audit marking sheet.doc

Service Firm Audit marking sheet.doc - Service Quality...

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Service Quality Report Executive Summary Introduction Nature of company, principal services, major rivals, market share/ sales Primary target market (s), positioning map Managing the customer interface (Processes, Physical Evidence and People) Processes Service blueprint (chart and analysis) Managing capacity and demand Approaches used to manage capacity and its limitations Marketing strategies used to manage demand and its limitations Physical evidence The Mehrabian– Russel Stimulus- Response Model or Russel’s Model of Affect
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