In the lecture of Wirtz, customer service process redesign is borne out of technology that suddenly creaks and cracks due to changes in functionality requirements by the service provider.
In the lecture of Wirtz, customer service process redesign is borne out of technology that suddenly creaks and cracks due to changes in functionality requirements by the service provider.
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
Related questions
Question
Answer True or False.
1. In the lecture of Wirtz, customer service process redesign is borne out of technology that suddenly creaks and cracks due to changes in functionality requirements by the service provider.
2. The sixth gap is the difference between customer needs and expectations and the management's definition of these needs.
3. People are crucial for getting top quality output, so service firms need to focus on getting the service process right
4. The redesign to new standards is a step function that means you have a process redesign and technology team to achieve the new standard.
5. Usually by the time you are close to 100 % standard compliance, the standards become outdated so you redesign again.
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