This preview shows page 1. Sign up to view the full content.
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
service quality metrics
service Create a “service-bias” based on these service quality
determinants: professionalism, attitudes/behaviors,
accessibility/flexibility, reliability/trustworthiness, service
recovery, and reputation/credibility
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.
- Fall '14