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Designing and Managing Services - Coggle Diagram
Designing and Managing Services
Definition and Classification
dominant employment generator
Characteristics
intangibility
inseperability
variability
perishability
any act one party can offer another that is intangible
New Service Realities
shifting customer relationships
customer empowerment
customer coproduction
Improving Quality
adapting technology and service
"customer-obsessed"
high standards
top-management commitment
satisfying complaints
Improving customer-support
reacting to requests
post-sale follow-ups
offering loyalty benefits