An Introduction NHS Supply Chain Patrick Johnson 30 April 2007.
Service Quality. Learning Objectives u Describe the five dimensions of service quality. u Use the service quality gap model to diagnose quality problems.
13-1 Customers’ Roles in Service Delivery The Importance of Customers in Service Cocreation and Delivery Customers’ Roles Self-Service Technologies—The.
8 Chapter Service Recovery The Impact of Service Failure and Recovery How Customers Respond to Service Failures Customers’ Recovery Expectations.
8-1 Service Recovery The Impact of Service Failure and Recovery How Customers Respond to Service Failures Customers’ Recovery Expectations Switching.
Service Quality. Moments of Truth Each customer contact is called a moment of truth. You have the ability to either satisfy or dissatisfy them when you.
13 Chapter Customers’ Roles in Service Delivery The Importance of Customers in Service Delivery Customers’ Roles Self-Service Technologies—The Ultimate.
Customer’s Role in Service Delivery. Creating Value By participating in the service delivery process, customers create value for themselves By participating.
