D 2011 7 summary improving service quality summary

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: h?v=9nydoxCUwUc copyright Art Weinstein, Ph.D., 2011 7 Summary: Improving Service Quality Summary: Design services in cooperation with customers Use teamwork to promote service excellence Create a tangible representation (map) of service processes and Create service quality metrics service Create a “service-bias” based on these service quality Create determinants: professionalism, attitudes/behaviors, accessibility/flexibility, reliability/trustworthiness, service recovery, and reputation/credibility recovery, copyright Art Weinstein, Ph.D., 2011 8...
View Full Document

This document was uploaded on 02/14/2014 for the course CRM 3550 at Nova Southeastern University.

Ask a homework question - tutors are online