1. What is Customer Satisfaction?
2. Discuss Service Quality? And reflect on each element with specifically using real life example
3. Reflect on this slide “Building Blocks of Satisfaction & Service Quality”
4. This is the most important 2 section of the order “Critical Service Encounters Research; The Critical Incident Technique” and “The Evidence of Service” please place extra attention to it. Discus them in detail and use example (real life example, from you past experiences, job, life etc…) to aid in explaining them
5. How all of the above points Influencing Customer Perceptions?

 

 

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