AmericanEagleOutfitter
Improving Service Quality& Productivity
Laura Butcher, Nikita Iggulden, Claire Michaels,Trudy Blair, & Jerred Kostashuk
Agenda
About AEO
Why is AE a Service Company?
Perspectives of Service Quality
Service Based Components of Quality
Customer Dimensions to EvaluateService
Online Service Quality
American Eagle Executive Q&A
Gaps Model
Activity 1
Soft Measures of Service Quality
Hard Measures of Service Quality
Activity 2
Root Cause Analysis
Service Blueprint
Measuring Productivity
Improving Productivity
Recommendations
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