CHƯƠNG 3. CÁC QUYẾT ĐỊNH
VỀ DỊCH VỤ
ThS. Trần Thị Khánh Li
Email: tranthikhanhli@ptithcm.edu.vn
Nội dung
Các mức độ của dịch vụ
Thiết kế và phát triển dịch vụ
Phát triển dịch vụ mới
Xác định và đo lường chất lượng dịch vụ
2
3.1. Các mức độ của dịch vụ
3
CÁC CẤP ĐỘ CỦA DỊCH VỤ
Cốt
lõi
Mong đợi
Mở rộng
Tiềm năng
3.1. Các mức độ của dịch vụ
4
CÁC CẤP ĐỘ CỦA DỊCH VỤ
Thấp
Cao
3.1. Các mức độ của dịch vụ
5
CÁC CẤP ĐỘ CỦA DỊCH VỤ
Ví dụ về các cấp độ của dịch vụ
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