Sumários
Capacity management in services
5 Março 2026, 09:30 • Ana Lúcia Henriques Martins
Capacity management in services
Queues
Case study
Capacity management in services
5 Março 2026, 08:00 • Ana Lúcia Henriques Martins
Capacity management in services
The long term perspective of capacity management
The medium term of capacity management
Bottlenecks
Service delivery
27 Fevereiro 2026, 08:00 • Ana Lúcia Henriques Martins
Service delivery
Developing costumers' experience
Designing the journey
Developing the service process
Process design
Technology in service process design
Case study analysis
Linking service suppliers and customers
26 Fevereiro 2026, 09:30 • Ana Lúcia Henriques Martins
Linking service suppliers and customers
Assessing customers’ experience
Linking service suppliers and customers
26 Fevereiro 2026, 08:00 • Ana Lúcia Henriques Martins
Linking service suppliers and customers
What is customer satisfaction?
The gap model
Service dimensions
The Servqual tool
The Servperf tool
The INDSERV tool