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1、Chapter 14,Designing and Managing Services,Objectives,Service Definitions & Classifications How Services Differ Goods Improving Service Differentiation, Quality, & Productivity Improving Customer Support Services,Categories of Service Mix,Services,Four Service Characteristics,Services,Overcoming Ser
2、vice Challenges,Three Types of Marketing in Service Industries,Cleaning/ maintenance services,Financial/ banking services,Restaurant industry,Service Differentiation,Service-Quality Model,Determinants of Service Quality,Reliability Responsiveness Assurance Empathy Tangibles,Service Excellence,Strate
3、gic Concept Top-Management Commitment High Standards Monitoring Systems Satisfying Customer Complaints Satisfying Both Employees & Customers Managing Productivity,Importance-Performance Analysis,Complaint Resolution,Hiring Criteria & Training for Employees Develop Guidelines for Fairness Remove Complaint Barriers Analyze Types & Sources of Complaints,
