'Service encounters' diaporamas de présentation

GOODS, SERVICES, AND OPERATIONS MANAGEMENT

GOODS, SERVICES, AND OPERATIONS MANAGEMENT. CHAPTER 1. DAVID A. COLLIER AND JAMES R. EVANS. LO1 Explain the concept and importance of operations management. LO2 Describe what operations managers do. LO3 Explain the differences between goods and services.

750 views • 50 slides

Introduction

Introduction. 1.1-1.3. Working in the Hospitality Industry. Working in the foodservice industry you have daily contact with guest and often receive immediate feedback about the quality of food and service. Must enjoy serving other people.

353 views • 30 slides

Introduction

Introduction. 1.1-1.3. Working in the Hospitality Industry. Working in the foodservice industry you have daily contact with guest and often receive immediate feedback about the quality of food and service. Must enjoy serving other people.

390 views • 30 slides

MKT 5207 Service Marketing

457 views • 27 slides

INTRODUCTION TO OPERATIONS MANAGEMENT

JMP 5023 OPERATIONS & TECHNOLOGY MANAGEMENT. INTRODUCTION TO OPERATIONS MANAGEMENT. Operations management (OM) is the science and art of ensuring that goods and services are created and delivered successfully to customers.

774 views • 25 slides

OPSM 405 Service Management

467 views • 24 slides

Service Processes

Chapter 8. Service Processes. 8- 2. OBJECTIVES . Service Strategy: Focus & Advantage Service-System Design Matrix Service Blueprinting Service Fail-safing Characteristics of a Well-Designed Service Delivery System. 8- 3. Service Businesses.

449 views • 21 slides

OPSM 405 Service Management

418 views • 21 slides

Customer Perceptions of Service (Chapter 5)

Customer Perceptions of Service (Chapter 5). Customer Satisfaction influencing factors, outcomes satisfaction and loyalty Service Quality dimensions Service Encounters types of encounters sources of pleasure/displeasure Strategies for Influencing Customer Perceptions.

1.76k views • 20 slides

Customer Perceptions of Service (Chapter 4)

Customer Perceptions of Service (Chapter 4). Customer Satisfaction influencing factors, outcomes satisfaction and loyalty Service Quality dimensions Service Encounters types of encounters sources of pleasure/displeasure Strategies for Influencing Customer Perceptions.

520 views • 19 slides

Customer Perceptions of Service

411 views • 19 slides

Customer Perceptions of Service

380 views • 14 slides

Service Processes

Chapter 7. Service Processes. 8- 2. Service Businesses. A service business is the management of organizations whose primary business requires interaction with the customer to produce the service. Facilities-based services : Where the customer must go to the service facility

383 views • 13 slides

McGraw-Hill

423 views • 10 slides