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