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services marketing

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

By: Hendrik Diepers
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Decks in this class (12)

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

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services marketing

  • Class purpose General learning

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