This class was created by Brainscape user Noa Aarts. Visit their profile to learn more about the creator.
By:
Noa Aarts
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Decks in this class (16)
Chapter 1: Introduction to services
No deck description has yet been added by the author.
11
cards
Chapter 2: Consumer behaviour in services
No deck description has yet been added by the author.
10
cards
Chapter 3: Customer expectations
No deck description has yet been added by the author.
11
cards
Chapter 4: Customer perceptions of service
No deck description has yet been added by the author.
14
cards
Chapter 5: The gaps model of service quality (SERVQUAL)
No deck description has yet been added by the author.
6
cards
Chapter 7: Building customer relationships
No deck description has yet been added by the author.
7
cards
Chapter 14: Managing demond and capacity
No deck description has yet been added by the author.
9
cards
Chapter 8: Service Blueprinting
No deck description has yet been added by the author.
2
cards
Chapter 9: Customer-defined service standards
No deck description has yet been added by the author.
4
cards
Chapter 10: The physical and virtual servicescape
No deck description has yet been added by the author.
13
cards
Chapter 11: Employees' roles in service delivery
No deck description has yet been added by the author.
11
cards
Chapter 12: Customers' roles in service delivery
No deck description has yet been added by the author.
4
cards
Chapter 15: Service Recovery
No deck description has yet been added by the author.
9
cards
Chapter 16: Managing external and internal communications
No deck description has yet been added by the author.
7
cards
Chapter 17: Pricing of services
No deck description has yet been added by the author.
23
cards
Chapter 18: The financial impact of service quality
No deck description has yet been added by the author.
5
cards
More about
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