This class was created by Brainscape user Hendrik Diepers. Visit their profile to learn more about the creator.

Decks in this class (21)

lecture 1
Five gaps to perceived service qu...,
Key factors leading to gap 1,
Share service in gdp
11  cards
lecture 2
Services framework 2,
People processing,
Possession processing
20  cards
lecture 3
Preceived vs objective service qu...,
Perceived service quality defined...,
Nordic perspective on service qua...
26  cards
lecture 4
Object of psq aggregation and gen...,
5 dimensions of psq,
Servqual super dimensions
15  cards
lecture 5
Service research system what do w...,
New services,
Means end chain laddering
16  cards
lecture 6
Key determinants of gap 1,
Relationship management,
Relationship management customer ...
22  cards
lecture 7
Determinants of gap 2,
New service deveopment new or adj...,
Designing service performance ind...
33  cards
lecture 8
Determinants of gap 3,
Franchising,
What is the reason why franchisin...
28  cards
lecture 9 (yield management)
Yield management,
What gap is yield management,
Example efteling yield management
23  cards
lecture 10 yield management waiting
Yield management waiting what gap,
Waiting times vs waiting experiences,
Cost of waiting and cost of service
19  cards
lecture 11
Gap 4,
Determinants of gap 4,
Goods vs services communication
18  cards
lecture 12
Service profit chain,
Satisfaction profit chain,
Evaluation of service business pe...
8  cards
chatper 2
Need recognition basically maslow...,
Customers may have strong feeling...,
Customers hate self service techn...
12  cards
chapter 3
Desired service level,
Normative expectations,
Experience based norms
22  cards
chapter 4
Service quality vs satisfaction,
What is customer satisfaction,
What determines customer satisfac...
19  cards
chapter 5
Gap 1 4,
Key factors leading to provider g...,
Key factors leading to gap 2
6  cards
chapter 6
Critical incident technique cit,
Benefits of critical incident tec...,
Servqual
16  cards
chapter 7
Customers as strangers relationsh...,
Relationship marketing,
Customers as acquaintances relati...
15  cards
chapter 8
Risks when trying to describe a s...,
Types of new services as we descr...,
Basic principles and steps in new...
7  cards
chapter 9
Company defined standards,
Sof customer defined standards,
One time fixes
9  cards
chapter 10
0  cards

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services marketing

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