Study Materials
keytakeaways_3.pdf
Description:
Topics covered in these notes include customer satisfaction & loyalty, creating and sustaining excellence (issues of service failures), and broader issues from the discussion of the British Airways / Ritz Carlton case.
pdf
150 kB
keytakeaways_3.pdf
Course Info
Instructor
Departments
As Taught In
Summer
2004
Level
Learning Resource Types
notes
Lecture Notes
