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Identifying the influences of customer satisfaction

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What methods are most effective in identifying the influences of customer satisfaction, given that some aspects of service may be unconsciously experienced by customers?

For a high-volume/low-variety service (business-to-consumer) and low-volume/high-variety service (business-to-business or professional service) identify potential gaps between customer expectation and customer perception of service delivery. What strategies would you suggest these oragnizations utilise to close these gaps?

Undertake a customer experience analysis of a service operation, identifying the critical points for managment attention ?

Select a service organization and identify the key back-office and front office tasks. What activities have most impact on the customer experience? Could any task move from one area to the other and what wouldd be the implications?

Reference no: EM131795439

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