服务管理：运作、战略与信息技术原书第7版教学课件ppt作者美）詹姆斯A菲茨西蒙斯JamesAFitzChap006课件.pptVIP

Service Quality Learning Objectives Describe and illustrate the five dimensions of service quality. Use the service quality gap model to diagnose quality problems. Illustrate how poka-yoke methods are applied to quality design in services. Perform service quality function deployment. Construct a statistical process control chart. Develop unconditional service guarantees. Discuss the concept of a service recovery. Perform a walk-through audit (WtA) 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