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This Concept Map, created with IHMC CmapTools, has information related to: Dissertation Page 2, Service Organization, Service Strategy Combines Culture, Vision Communicate What business we're in How we chose to operate What we value, What business we're in How we chose to operate What we value Communicate and Defines the appropreate Resources Service Systems, Customer Combine and Interact Customer' Perception of Satisfaction, Customer Service Delivery Service People, Customer Service Delivery Service Strategy, Service Systems Provide the tools Processes, and procedures to deliver service Service People, Service Strategy Combines Mission, Service Strategy Development & Implementation Service Systems, Service People Combine and Interact Customer' Perception of Satisfaction, Service Strategy Combines Vision, Expectations Measures level of Service Quality Service Quality and Customer Satisfaction, Service Systems Combine and Interact Customer' Perception of Satisfaction, Culture Communicate What business we're in How we chose to operate What we value, Mission Communicate What business we're in How we chose to operate What we value, Customer Service Delivery Service Systems, What business we're in How we chose to operate What we value Communicate and Defines the appropreate Resources Service People, Customer' Perception of Satisfaction (minus) Expectations