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Table Of Contents

Provider Gap 2
Service Innovation and Design
Types of Service Innovations
New Service Development Process
Service Blueprinting
Building a Service Blueprint
Application of Service Blueprints
Blueprints Can Be Used By:
Benefits of Service Blueprinting
Common Issues in Blueprinting
Possibility of Standardization
Potential Fail Points and Fixability
Suggested readings:
Salient features of services:
The customer is . .
Factors Influencing Customer Satisfaction
ACSI and Market Value Added
Top Box Scores –A Higher Standard
Outcomes of Customer Satisfaction
Service Quality
The Five Dimensions of Service Quality
Exercise to Identify Service Attributes
SERVQUAL Attributes
The Service Encounter
Recovery
Adaptability
Spontaneity
Coping
Zones of Tolerance
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Service Marketing

Service Marketing

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Published by Nikhil Joshi

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Published by: Nikhil Joshi on Nov 02, 2012
Copyright:Attribution Non-commercial

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12/22/2013

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