Service Quality
Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations.
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Describe the challenges presented to developing service recovery strategies.
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Describe what it means to be customer centric/oriented.
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Recognize how customer service research can enable data driven decision making.
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Recognize how measuring service quality can inform decision making.
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Explain the nuance of seeing the customer as a guest. Describe the central role of guest expectations in the effective management of services.
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Recognize what informs customer expectations.
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Describe the elements of the service profit chain framework and why it is necessary for effective service management
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Recognize where service quality can be comprised and how to minimize such impacts.
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Describe the integral elements of a service experience that seeks to meet/exceed guest expectations.
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Recognize how and why service failures occur.
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Recognize the relationship between satisfaction and loyalty and how to influence it
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Recognize key definitions and concepts related to service management.
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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.
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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.
