ppt课件-servicequality-cameronschoolofbusiness.pptVIP

Service Quality Learning Objectives Describe the five dimensions of service quality. Use the service quality gap model to diagnose quality problems for a service firm. Illustrate how Taguchi methods and poka-yoke methods are applied to service design. Construct a statistical process control chart. Develop unconditional service guarantees. Plan for service recovery. Moments of Truth Each customer contact is called a moment of truth. You have the ability to either satisfy or dissatisfy them when you contact them. A service recovery is satisfying a previously dissatisfied customer and making t