Service Management
The Impact of Service Failure
Recognize how and why service failures occur.
Service Quality Gap Analysis
Recognize where service quality can be comprised and how to minimize such impacts.
Measuring Service Quality
Recognize how measuring service quality can inform decision making.
Service Quality
Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations.
The Link Between Satisfaction and Loyalty
Recognize the relationship between satisfaction and loyalty and how to influence it
Service Profit Chain
Describe the elements of the service profit chain framework and why it is necessary for effective service management
Considerations for Service Recovery Strategies
Describe the challenges presented to developing service recovery strategies.
Creating a Culture for Service
Explain why it is important to establish an organizational environment that supports the service strategy.
Customer Service Research
Recognize how customer service research can enable data driven decision making.
Using Information to Glue the Guest Experience Together
Describe how to align the service with customer expectations through communication. Recognize the importance of communication to inform the service product.
Customer Centricity
Describe what it means to be customer centric/oriented.
The Service Encounter
Recognize the service encounter's role in meeting customer expectations.
Transformation of the Service Economy
Describe why service management is important in practice and theory.
The Nature of Services
Recognize key definitions and concepts related to service management.
Why Study Service Management
Describe why service management is important in practice and theory.
