Quality movements // Service scalin

25 Fevereiro 2022, 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

24 Fevereiro 2022, 09:30 • Rita Sousa

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The basics of service quality
Quality gaps
Perceptions and expectations

Business models

24 Fevereiro 2022, 08:00 • Rita Sousa

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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

The service concept // Preliminary project case debate

18 Fevereiro 2022, 08:00 • Rita Sousa

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The service concept approach
Innovation
Close and open innovation in serviceTechnology-based service innovation, and customer-led service innovation.

Reports presentation from each case study project team

Breaking the trade-off efficiency - service

17 Fevereiro 2022, 09:30 • Rita Sousa

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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