glaub mir du willst es ned wisse, die war echt zach
falls doch
fitz:
- understanding of servicescapes (definition, typology), name and explain the dimensions
- discuss the factors influencing service facility location issues
- outline the service recovery framework, explain the 3 phases and discribe the 4 approaches to service recovery
kandampully: chapter 10
- define quality in the context of services and draw the service quality model
- explain the two dimensions - technical and functional - of quality
punkte jeweils von oben nach unten:
15 - 15 - 30 - 20 - 10
Lesezeichen