Mind map
Ch. 3
Map content
Ch. 3
NB of customer expectations
Types of service expectations
- Levels of expectation
- Zone of tolerance
- Different zones
Factors influencing customer expectations
- Sources of desired expectations
- Sources of adequate expectations
- Encounter vs overall expectations
- Desired & predicted
- Management
Issues of expectations management
- Unrealistic
- Try to delight
- Try to exceed
- Escalate
- Stay ahead
Information
- Description
- Mind Map on Ch. 3, created by Amber Moon on 31/03/2019.
- Created by
- Amber Moon
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