Services Marketing WK7 – Services Quality – MP3 and Video
December 2, 2009 by Tom Chapman
Services Marketing WK7 - Services Quality
My thanks to those of the braved the rain to make the lecture this afternoon. For those of you that didn’t manage to get here for whatever reason, this post includes an mp3 of the lecture and also a video of the lecture to the slides as well as a pdf download, so feel free to look at the slides in the format of your preference.
Lecture Overview
- Defining Service Quality
- Evaluating Quality
- Technical & Functional Quality
- Researching Service Quality
- The SERVQUAL instrument
The slides are available here .
A PDF of the slides are available here
The mp3 of the slides is here
The video which should play on your iPhone is here
Pictures of the slides for reference below.
Cheers
Tom
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