Slide 1An Introduction NHS Supply Chain Patrick Johnson 30 April 2007 Slide 2 Agenda An introduction to NHS Supply Chain The Procurement Process Working with Suppliers Slide…

Slide 1Service Quality Slide 2 Learning Objectives u Describe the five dimensions of service quality. u Use the service quality gap model to diagnose quality problems. u…

Slide 113-1 Customers’ Roles in Service Delivery  The Importance of Customers in Service Cocreation and Delivery  Customers’ Roles  Self-Service Technologies—The…

Slide 1 8 Chapter Service Recovery  The Impact of Service Failure and Recovery  How Customers Respond to Service Failures  Customers’ Recovery Expectations …

Slide 1 8-1 Service Recovery  The Impact of Service Failure and Recovery  How Customers Respond to Service Failures  Customers’ Recovery Expectations  Switching…

Slide 1 Service Quality Slide 2 Moments of Truth Each customer contact is called a moment of truth. You have the ability to either satisfy or dissatisfy them when you contact…

Slide 1 13 Chapter Customers’ Roles in Service Delivery  The Importance of Customers in Service Delivery  Customers’ Roles  Self-Service Technologies—The Ultimate…

Slide 1 Customer’s Role in Service Delivery Slide 2 Creating Value By participating in the service delivery process, customers create value for themselves By participating…