4.11 - 1251 ratings - Source

Drawing on recent developments in the services management, strategic management and brand management literature, this stimulating and well-illustrated book presents critical new approaches to developing customer-centred airline strategies. Designed for aDesigning service encounters Peppard and Rowland (1995) suggest that each service encounter should be designed around the answers to three questions. 1 . ... Zeithaml and Bitner (2000: 240-247) have suggested the following approach to developing customer-defined standards for service encounters. 1. ... observation, and complaints for a#39;softa#39; metrics, and objective data- gathering for a#39;harda#39; metrics).

Author: Stephen Holloway
Publisher:Ashgate Pub Limited - 2002

You must register with us as either a Registered User before you can Download this Book. You'll be greeted by a simple sign-up page.

Once you have finished the sign-up process, you will be redirected to your download Book page.

How it works:
  • 1. Register a free 1 month Trial Account.
  • 2. Download as many books as you like (Personal use)
  • 3. Cancel the membership at any time if not satisfied.

Click button below to register and download Ebook
Privacy Policy | Contact | DMCA