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1、Chapter14 DesigningandManagingServices Objectives ServiceDefinitions ClassificationsHowServicesDifferGoodsImprovingServiceDifferentiation Quality ProductivityImprovingCustomerSupportServices CategoriesofServiceMix Services FourServiceCharacteristics Services OvercomingServiceChallenges ThreeTypesofM
2、arketinginServiceIndustries Cleaning maintenanceservices Financial bankingservices Restaurantindustry ServiceDifferentiation Service QualityModel DeterminantsofServiceQuality ReliabilityResponsivenessAssuranceEmpathyTangibles ServiceExcellence StrategicConceptTop ManagementCommitmentHighStandardsMonitoringSystemsSatisfyingCustomerComplaintsSatisfyingBothEmployees CustomersManagingProductivity Importance PerformanceAnalysis ComplaintResolution HiringCriteria TrainingforEmployeesDevelopGuidelinesforFairnessRemoveComplaintBarriersAnalyzeTypes SourcesofComplaints