October 2012
Beginner
720 pages
28h 8m
English
book
Essentials of Services Marketing, Second Edition
by Jochen Wirtz, Patricia Chew, Christopher Lovelock
Content preview from Essentials of Services Marketing, Second Edition
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Chapter 8. Designing and Managing Service Processes
Learning Objectives
By the end of this chapter, the reader should be able to:
LO 1 Explain what we can learn from flowcharting a service.
LO 2 Tell the difference between flowcharting and blueprinting.
LO 3 Develop a blueprint for a service process with all the typical design elements in place.
LO 4 Understand how to use fail-proofing to design fail points out of service processes.
LO 5 Know ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.