LUISS

Materiali didattici

IMPORTANT: TOMORROW OFFICE HOURS ARE ANTICIPATED TO 2-3 PM

TOTAL GRADES_May 16 FINAL

The file above reports TOTAL GRADES including team project, midterm grade and May 16 final grade. Office hours to view your test will be on Wednesday May 31 from 14 to 15

FINAL TEST RESULTS

IMPORTANT: the file above reports ONLY grades obtained in the test administered on May 16. The final grades, comprehensive of the weighted average of group project grade, midterm grade and final grade will be published on Monday May 29.

TEAM PROJECT GRADES

MIDTERM GRADES

IF YOU INTEND TO REFUSE THE MIDTERM GRADE, PLEASE INFORM ME VIA EMAIL BY APRIL 30

TEAM PROJECT PRESENTATION SCHEDULE

Course presentation (UPDATED)

Intro to services and the gaps model

Customer expectations

Customer perceptions

Customer research

Relationship Marketing

Service Recovery

Desiging a service_the service blueprint

new service design

customer-based standards and servicescape

The role of employees in service quality

THE ROLE OF CUSTOMERS IN SERVICE QUALITY

Managing Demand and capacity

Pricing of Services

Managing communication in services

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