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Volume 3
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16- Management of services projects /quality and standards in services project Copy 30 minLecture1.1
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17- quality and standards in services project Copy 05 minLecture1.2
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18- quality and standards in services project /quality (effectiveness and efficiency)/(expected-perceived-actual ) Copy 05 minLecture1.3
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19- Quality (expected-perceived-actual )/ quality measurement (tangible-reliability-assurance-empathy) Copy 05 minLecture1.4
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20- quality measurement (tangible-reliability-assurance-empathy-response) Copy 05 minLecture1.5
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21- reliability (customer retention – word of mouth- price fluctuation- service repair- employers ‘spirit ) Copy 05 minLecture1.6
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22- Gap Model Of Service Quality (customer expectations-personal needs-past experience-external communication Copy 05 minLecture1.7
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23- Gap Model Of Service Quality (understanding customer needs- customer expectations and perceptions ) / policy written protocol Copy 05 minLecture1.8
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24- policy written protocol / service delivery (gap3)/external communication (gap 4)/gap5 (expected-perception) Copy 05 minLecture1.9
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25- Gap5 (expected-perception)/standardizations (gap closure) Copy 05 minLecture1.10
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26- Standardizations’ tools ( measurement by facts- refining measurements Copy 05 minLecture1.11
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