The Service Encounter
Recognize the service encounter's role in meeting customer expectations.
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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 Centricity
Describe what it means to be customer centric/oriented.
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 Expectations – the Customer’s Zone of Tolerance
Recognize what informs customer expectations.
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.
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.
