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Project description
The growth of service industries around the World has increased very significantly over the past few years, even to cover more 'traditional sectors' such as public services and services in the voluntary sector. In fact, service-based value chain is thought to be the key drivers of a modern economy as competitive advantages are more and more based on customer and knowledge related aspects. This module, Systems Operations Management explores the notion of simulating service-based operations, service-oriented value chains and service quality. Furthermore, measurement tools such as SERVQUAL (SQ) will be discussed in the context of identifying customer perception gaps.
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