Table of contents Executive Summary……………………………………………………………….3 1. Introduction……………………………………………………………………3 2. Discussion……………………………………………………………………….4 2.1. Organization of services…………………………………………………….4 2.2. Design of services and service delivery quality…………………………….5 2.3. Service quality……………………………………………………………….7 2.4. Managing people………………………………………………………………8 2.5. Customer Relationship Marketing……………………………………………..9 2.6. Demand and capacity management…………………………………………….10 2.7. Service communication…………………………………………………………11 2.8. Performance measurement………………………………………………………11 3. Conclusions and Recommendations………………………………………………….12 Executive Summary British Airways…
Category: Carnegie Mellon University (CMU)
New communication industry – Term Paper
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