A note on the PowerPoint Slides... These PowerPoint slides contain selected exhibits, figures and tables from the chapters as well as objectives for the chapters. For many chapters, we include extra lecture slides and in-class exercises that we have compiled and used in our classes. The lecture...
Gaps Model of Service Quality Customer Gap: difference between expectations and perceptions Provider Gap 1: not knowing what customers expect Provider Gap 2: not having the right service designs and standards Provider Gap 3: not delivering to service standards Provider Gap 4: not matching perfor...
Objectives for Chapter 3: Customer Expectations of Service Recognize that customers hold different types of expectations for service performance Discuss controllable and uncontrollable sources of customer expectations Distinguish between customers’ global expectations of their relationships an...
Objectives for Chapter 4: Customer Perceptions of Service Provide you with definitions and understanding of customer satisfaction and service quality Show that service encounters or the “moments of truth” are the building blocks of customer perceptions Highlight strategies for managing custo...
元妙网提示：本资料内含如下文件:chap05.ppt,chap01.ppt,chap02.ppt,chap03.ppt,chap04.ppt,chap06.pptObjectives for Chapter 5: Understanding Customer Expectations and Perceptions through Marketing Research Present the types of and guidelines for marketing research in services Show the ways that ma...
Objectives for Chapter 6: Building Customer Relationships Explain relationship marketing, its goals, and the benefits of long-term relationships for firms and customers Explain why and how to estimate customer lifetime value Specify the foundations for successful relationship marketing--quality...
Objectives for Chapter 7: Service Recovery Illustrate the importance of recovery from service failures in building loyalty Discuss the nature of consumer complaints and why people do and do not complain Provide evidence of what customers expect and the kind of responses they want when they comp...
Objectives for Chapter 8: Service Development and Design Describe the challenges inherent in service design Present steps in the new service development process Show the value of service blueprinting and quality function deployment (QFD) in new service design and service improvement Present les...
Objectives for Chapter 11: Employees’ Roles in Service Delivery Illustrate the critical importance of service employees in creating customer satisfaction and service quality Demonstrate the challenges inherent in boundary-spanning roles Provide examples of strategies for creating customer-orie...
Objectives for Chapter 12: Customers’ Roles in Service Delivery Illustrate the importance of customers in successful service delivery Enumerate the variety of roles that service customers play Productive resources Contributors to quality and satisfaction Competitors Explain strategies for invo...
元妙网提示：本资料内含如下文件:chap17.ppt,chap07.ppt,chap08.ppt,chap11.ppt,chap12.ppt,chap18.pptObjectives for Chapter 17: The Financial and Economic Impact of Service Examine the direct effects of service on profits Consider the impact of service on getting new customers Evaluate the role of s...
THE BIG PICTURE: CLOSING ALL THE GAPS McGraw-Hill 2000 The McGraw-Hill Companies * S M S M McGraw-Hill 2000 The McGraw-Hill Companies Part 6 S M McGraw-Hill 2000 The McGraw-Hill Companies Chapter 18 THE INTEGRATED GAPS MODEL OF SERVICE QUALITY Perceived Service Expected Service CUSTOMER COMPANY ...
作者：王辉耀 一、经营战略 这一门课可以说是MBA教学的一个整体基础，是需要花一整年即两个学期来学的课程。几乎所有的工商管理学院都开设了此类课程。这门课要求MBA学生设身处境地去学习和掌握如何去构筑企业战略的总体框架，如何逐一按照框架去制定并完成与企业目标有关的各项具体方针。学生必须站在总经理的立场，...
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MBA 面试完全手册之综合版 MBA 面试完全手册之综合版 整理： geofferylee（ geoffery@mbahome.com ） 预备篇：面试准备 参考面试试题 礼仪篇：面试着装和礼仪 提示篇：面试注意事项 ?验篇：注意发挥面试技巧
MIS研究生课 甘仞初 北京理工大学管理与经济学院 虚拟企业 在新的形势下，单靠一个企业的资源难以迅速形成竞争优势。市场机会变动频繁，所需资源组合不一，企业集团与传统的企业联盟亦难适应。从外部获取资源（Outsourcing）成为企业形成竞争优势的一虚拟企业是若干成员企业为共同获得某个市场机会的优势而组成的经营实...
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