'Service failure' presentation slideshows

Dependable and Secure Systems (9CFU)

Dependable and Secure Systems (9CFU). Dependability (3CFU). Prof. Cinzia Bernardeschi Department of Information Engineering University of Pisa cinzia.bernardeschi@ing.unipi.it March 2013. Outline of the course: 1)Basic concepts and terminology 2) Dependable systems design

1.38k views • 124 slides

619 views • 52 slides

Service Recovery & Service Guarantees

Service Recovery & Service Guarantees. Presented By- Anubhav Sohila. Customer Response Categories to Service Failures. Types of Complainers. Passive - least likely to take any action.

1.07k views • 42 slides

CUSTOMER SATISFACTION Service Failure, Service Recovery, Service Guarantee

CUSTOMER SATISFACTION Service Failure, Service Recovery, Service Guarantee. Customer Satisfaction (CS). All customers want to be satisfied .

610 views • 36 slides

CUSTOMER SATISFACTION Service Failure, Service Recovery, Service Guarantee

CUSTOMER SATISFACTION Service Failure, Service Recovery, Service Guarantee. Customer Satisfaction (CS). All customers want to be satisfied .

787 views • 36 slides

Chapter 12 Managing Relationships and Building Loyalty

Chapter 12 Managing Relationships and Building Loyalty. Learning Objectives - Chapter 12. Discover the importance of customer loyalty to profitability Consider strategies linking relationship marketing and The Wheel of Loyalty

1.28k views • 35 slides

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. Erdogan Koc. Chapter 2 Understanding and Dealing with Service Failures in Tourism and Hospitality. Learning Objectives. Define and explain a service failure. Explain when and why a service failure occurs.

324 views • 32 slides

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. Erdogan Koc. Chapter 6 Customer Attribution in Service Failures and Recovery. Learning Outcomes. Understand the underlying reasons why people make causal attributions.

275 views • 27 slides

Service Quality

Service Quality. Learning Objectives. Describe the five dimensions of service quality. Use the service quality gap model to diagnose quality problems for a service firm. Illustrate how Taguchi methods and poka-yoke methods are applied to service design.

677 views • 25 slides

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. Erdogan Koc. Chapter 9 The Influence of Other Customers in Service Failure and Recovery. Learning Objectives. Understand the influence of other customers in service encounters in tourism and hospitality.

723 views • 22 slides

Chapter 12

365 views • 20 slides

CDDLM on HP SmartFrog

CDDLM on HP SmartFrog. Middleware Workshop. Service: CDDLM. Distributed Deployment Framework HPL implementation of GGF CDDLM WG http://smartfrog.org/ (and SourceForge CVS) License: LGPL Support: email + bug tracking proposed component model will use relevant parts of WS-RF.

276 views • 18 slides

Service Recovery

969 views • 18 slides

Chapter 13 Topics

Chapter 13 Topics How important is service after the sale? How should salespeople stay in contact with customers? What sales strategies stimulate repeat sales and new business in current accounts? What techniques are important to use when handling complaints? 13- 2

602 views • 15 slides

WebTrends Live Service Development

273 views • 15 slides

Service Recovery Research Insights and Practices

Service Recovery Research Insights and Practices. ??? ? ? ? ? ??????????. Introduction of myself. 1. Abstract. Customer satisfaction. Service recovery. Customer loyalty. 2.

166 views • 15 slides

Northwest Airlines Case

224 views • 14 slides

The Influence of Brand Relationships on Sense of Justice in the Context of Service Recovery

The Influence of Brand Relationships on Sense of Justice in the Context of Service Recovery. Marc Fetscherin , Alex Blandina and Cid Goncalves. Introduction.

136 views • 13 slides

LDP DoD draft -ietf-mpls- ldp-dod- 01

LDP DoD draft -ietf-mpls- ldp-dod- 01. Thomas Beckhaus (Deutsche Telekom AG) Bruno Decraene (France Telecom) Kishore Tiruveedhula , Nitin Bahadur ( Juniper ) Luca Martini, Maciek Konstantynowicz ( Cisco) IETF 83, Paris. draft -ietf-mpls- ldp-dod-01. Motivation Updates from -00

289 views • 8 slides

About Appfail

MICROSOFT Go-To-Market SERVICES MINI-Case Study. About Appfail

107 views • 1 slides