McGraw-Hill

S. M. Chapter 3. CUSTOMER EXPECTATIONS OF SERVICES. © 2000 The McGraw-Hill Companies. McGraw-Hill. Objectives for Chapter 3: Customer Expectations of Service. Recognize that customers hold different types of expectations for service performance

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McGraw-Hill

S. M. Part 5. MANAGING SERVICE PROMISES. © 2000 The McGraw-Hill Companies. McGraw-Hill. Provider GAP 4. CUSTOMER. Service Delivery. External Communications to Customers. COMPANY. GAP 4. Part 5 Opener. S. M. Chapter 15. INTEGRATED MARKETING COMMUNICATION.

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McGraw-Hill

S. M. Chapter 7. SERVICE RECOVERY. © 2000 The McGraw-Hill Companies. McGraw-Hill. Objectives for Chapter 7: Service Recovery. Illustrate the importance of recovery from service failures in building loyalty Discuss the nature of consumer complaints and why people do and do not complain

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McGraw-Hill

S. M. Chapter 16. PRICING OF SERVICES. © 2000 The McGraw-Hill Companies. McGraw-Hill. Objectives for Chapter 16: Pricing of Services. Discuss three major ways that service prices differ from goods prices for customers

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McGraw-Hill

McGraw-Hill. Stephen E. Lucas 2001 All rights reserved.. Objectives. Explain why speakers must be audience-centered.Explain what

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McGraw-Hill

Richard T. Schaefer. SOCIOLOGY: A Brief Introduction. Sixth Edition. McGraw-Hill. © 2006 The McGraw-Hill Companies, Inc. All rights reserved. 1. UNDERSTANDING SOCIOLOGY. What is Sociology? What is Sociological Theory? The Development of Sociology Major Theoretical Perspectives

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McGraw-Hill

S. M. Chapter 13. DELIVERING SERVICE THROUGH INTERMEDIARIES AND ELECTRONIC CHANNELS. © 2000 The McGraw-Hill Companies. McGraw-Hill. Objectives for Chapter 13: Delivering Service through Intermediaries and Electronic Channels.

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McGraw-Hill

S. M. Chapter 12. CUSTOMERS’ ROLES IN SERVICE DELIVERY. © 2000 The McGraw-Hill Companies. McGraw-Hill. Objectives for Chapter 12: Customers’ Roles in Service Delivery. Illustrate the importance of customers in successful service delivery

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This powerpoint presentation has been adapted from Life 4e-Lewis, Gaffin, Hoefnagels and Parker. Publishers-McGraw-Hill

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McGraw-Hill

S. M. Chapter 6. BUILDING CUSTOMER RELATIONSHIPS . © 2000 The McGraw-Hill Companies. McGraw-Hill. Objectives for Chapter 6: Building Customer Relationships. Explain relationship marketing, its goals, and the benefits of long-term relationships for firms and customers

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McGraw-Hill

McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Chapter. 8. Entrepreneurship. McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives After reading this chapter, you should be able to:.

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McGraw-Hill

McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Chapter. 3. Managing Social Responsibility and Ethics. McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives After reading this chapter, you should be able to:.

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McGraw-Hill

S. M. Chapter 10. PHYSICAL EVIDENCE AND THE SERVICESCAPE. © 2000 The McGraw-Hill Companies. McGraw-Hill. Objectives for Chapter 10: Physical Evidence and the Servicescape. Explain the impact on customer perceptions of physical evidence, particularly the servicescape

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This Presentation Has Been Pre-Recorded

This Presentation Has Been Pre-Recorded . To listen to the webinar presentation, click “webinar” link on http://www.in.gov/idoa/2624.htm If you have any questions on the information provided, please contact roadsalt@idoa.in.gov.

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McGraw-Hill

McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Chapter. 6. Decision Making. McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives After reading this chapter, you should be able to:.

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McGraw-Hill

S. M. Part 3. ALIGNING STRATEGY, SERVICE DESIGN AND STANDARDS. © 2000 The McGraw-Hill Companies. McGraw-Hill. Provider GAP 2. CUSTOMER. Customer-Driven Service Designs and Standards. COMPANY. GAP 2. Company Perceptions of Consumer Expectations. Part 3 Opener. S. M.

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McGraw-Hill

McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Chapter. 4. Managing Organizational Culture and Change. McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives After reading this chapter, you should be able to:.

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McGraw-Hill

McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Chapter. 18. Managing Information Systems. McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives After reading this chapter, you should be able to:.

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McGraw-Hill

S. M. Chapter 17. THE FINANCIAL AND ECONOMIC IMPACT OF SERVICE QUALITY. © 2000 The McGraw-Hill Companies. McGraw-Hill. Figure 17-1 The Direct Relationship between Service and Profits. Service Quality. ?. Profits. How Quality Generates Profits.

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McGraw-Hill

McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Chapter. 7. Strategic Management. McGraw-Hill. © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives After reading this chapter, you should be able to:.

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This presentation has been prepared by:

LCE LCE Communications Montreal . Canada. This presentation has been prepared by:. Infotelmed Communications Inc www.infotelmed.ca LCE Communications reg www.LCE.ca with the collaboration of the Edumed Institute, Campinas,

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This slide presentation has been adapted for Nursing from an original presentation compiled by:

MRI Safety This slide show will educate all healthcare providers about the safe delivery of care in the magnetic resonance (MR) environment. This slide presentation has been adapted for Nursing from an original presentation compiled by: Deborah Schwengel, M.D. Christopher Pressley, M.D.

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