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아시아나

저작시기 2011.12 |등록일 2011.12.28 파워포인트파일MS 파워포인트 (pptx) | 51페이지 | 가격 4,000원 (20%↓) 5,000원

소개글

Gap AnalysisProvider Gap 1 (Knowledge Gap):not knowing what customers expectProvider Gap 2 (Standards Gap):ight service designs and standardsProvider Gap 3 (Service Performance Gap):not delivering to service standardsProvider Gap 4 (Communication Gap):not matching performance to promises

목차

1.7P
2.Gap Analysis
4.Servqual
5.Fairness Case
6.Service Innovation
7.Demand
8.Pricing
9.Conclusion

본문내용

The Asiana airline won the prize in the ‘best on board service and flight attendants’ field continually of the past 4 years and they encourage passengers and staffs to communicate each other.

Airport lounge
The convenience facilities for disabled person
Uniform

Provider Gap 1 (Knowledge Gap):
not knowing what customers expect


Provider Gap 2 (Service Design &Standards Gap):
not having the right service designs and standards


Provider Gap 3 (Service Performance Gap):
not delivering to service standards


Provider Gap 4 (Communication Gap):
not matching performance to promises

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