Quality movements / Service scaling

3 Março 2023, 08:00 • Rita Sousa

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Quality movements
From inspection to management to total management
The customer satisfaction, loyalty and repurchasing
Service failures and complaints
Service recovery, approaches and implications of the recovery process

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Service scaling
The problems of scaling services, that is, the problems unique to grow in service settings.
Growing in workforce or investing in technology?

Service quality

2 Março 2023, 09:30 • Rita Sousa

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Service quality
The basics of service quality
Quality gaps
Perceptions and expectations

Business models

2 Março 2023, 08:00 • Rita Sousa

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Business models
Various ways to develop an idea for a new service
What are business models? Methods for creating a business model for a service
Business model innovation

Case Study approach

The service concept / Preliminary project case debate

17 Fevereiro 2023, 08:00 • Rita Sousa

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The service concept
Innovation
Close and open innovation in services
Technology-based service innovation, and customer-led service innovation.

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Preliminary project case debate
Reports presentation from each case study project team

Breaking the trade-off efficiency - service

16 Fevereiro 2023, 09:30 • Rita Sousa

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Breaking the trade-off efficiency - service
Trade-offs between efficiency and various aspects of service experience
Positioning the service
Variability in services
Understand how to find strategic advantage in a service setting