MANAGING IN THE SERVICE ENVIRONMENT
MANAGING IN THE SERVICE ENVIRONMENT
Why is it important for both the customer and the service provider to win as a result of a customer service encounter?
What are the characteristics of the customer service?
How does customer service intangibility make it more difficult to deliver?
What does the term moment of truth mean? Why is it important?
How are internal customers different from external ones? Explain.
How to manage people for service competitive advantage?
What does the term talent market share mean? Why it is important?
Why the service employees are crucially important in services?
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