Customer Centricity

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.

Measuring Service Quality

Recognize how measuring service quality can inform decision making.

Meeting the Guest’s Expectations

Explain the nuance of seeing the customer as a guest. Describe the central role of guest expectations in the effective management of services.

Service Profit Chain

Describe the elements of the service profit chain framework and why it is necessary for effective service management

Service Quality

Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations.

Service Quality Gap Analysis

Recognize where service quality can be comprised and how to minimize such impacts.

The Guest Experience

Describe the integral elements of a service experience that seeks to meet/exceed guest expectations.

The Impact of Service Failure

Recognize how and why service failures occur.

The Link Between Satisfaction and Loyalty

Recognize the relationship between satisfaction and loyalty and how to influence it

The Nature of Services

Recognize key definitions and concepts related to service management.

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.

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.

Why Study Service Management

Describe why service management is important in practice and theory.