-
Service Quality
Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations.
-
Service Profit Chain
Describe the elements of the service profit chain framework and why it is necessary for effective service management
-
Service Employees
Explain the importance of employees to service success. Recognize the challenges presented to service employees in doing their work.
-
Establishing a Service Strategy
Recognize that achieving service excellence requires an intentional organizational strategy.