ServiceManagement uploading new cont.pptx

1 Service management

1. Service Management

2. 1 Service management – introduction; Taguchi’s Robust Design Methodology and service outcomes; customer service requests and unexpected service variability; robust people/robust process matrix 2 Customer Relations- core purpose – enrich lives of customers; customer needs v/s desire; map customer touchpoints – pre-purchase, purchase, post-purchase; role of staff in exceeding customer expectations 3 Service Quality – managing the customer mix; Customer to Customer Interactions (CCI), Customer to Employee Interactions (CEI); Hoffman and Bateson’s (2011) Servuction Model – visible and invisible factors influencing service experience, Parasuraman, Zeithaml and Berry’s SERVQUAL model