Managing Demand and Capacity Chapter 15 Review - Preview Gaps Model of Service Quality CUSTOMER Customer Gap Expected Service Perceived Service Service Delivery External…

1. Hertz car rental & Service Quality •Audrey Jaspart 2. PLAN 1. Hertz Corporation  Presentation of the car rental company  Hertz car rental blueprint framework…

1. © McGraw-Hill Companies, Inc., McGraw-Hill/Irwin 2. Learning ObjectivesLEARNING OBJECTIVES How does the marketing of services differ fromthe marketing of products?…

1. Principles of Marketing MKT3010 Chapter 13 Services: The Intangible Product Patricia Knowles, Ph.D. Associate Professor Clemson University 1 2. 2 Principles of Marketing…

Slide 1International Telecommunication Union Committed to connecting the world 1 ITU Overview and WTSA-08 Results: Forum on Next Generation Network Standardization Colombo,…

Slide 1Summary of Results Study Period 2009-2012 ITU-T Study Group 15 Optical transport networks and access network infrastructures Yoichi Maeda Slide 2 International Telecommunication…

Slide 1Copyright  2004 McGraw-Hill Australia Pty Ltd PPTs t/a Marketing: A Practical Approach 5/e by Peter Rix Slides prepared by: Joe Rosagrata 9-1 Chapter 9 Services…

1. GAPS model of service quality  Useful framework for understanding service quality in an organization  Critical service quality gap- customer gap- diff b/w customer…

1.Definition of service Berry define service as act, deeds, & performance. AMA define service as activities, benefits or satisfaction that are offered for sale, or provided…

1.Improving Service Quality and Productivity 2. LEARNING OBJECTIVES  Define service quality  Diagnose service quality problems using The Gaps Measuring and improving…