Case 1 Jyske Bank：案例1—日德兰银行.pptVIP

People, Service, and Profit atJyske Bank Objectives for Case 1:Jyske Bank Understand how a service firm repositions itself through: tangible changes intangible changes communication Analyze specific implementation strategies related to each of the gaps in the Service Quality Gaps Model: Gap 1 - The Knowledge Gap Gap 2 - The Service Design and Standards Gap Gap 3 - The Service Performance Gap Gap 4 - The Communication Gap Examine strategies for sustaining growth and success following a major change initiative Danish Banks’ Shareholders’ Equity Danish Banks’ Quality of Service Metrics Danish B