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This Concept Map, created with IHMC CmapTools, has information related to: Dissertation, pg 3 marriott 3, Corporate Strategy Brand Development ????, Expectations Measures leves of Service Quality Service Quality and Customer Satisfaction, Potential Future Customer and Repeat Visits Anticipation of Future Experience Expectations, Corporate Strategy Brand Development ????, Previous Exerience with Corporate Identity Have influence over Previous Guests Word of Mouth, Service Systems Combine and interact to form Service Deliver, External Communications To Customers Contributes to Expectations, ???? Guide Devlopment of Unique or special Brand Design, Current Customers' Perception of Service Quality (minus) Gap 5 Expectations, Service Deliver Inconsistant or Inappropriate Design for Brand Expectations, Service People Gap 3 Service Deliver, Corporate Strategy Combines Mission, Service Deliver Contributes to Previous Guests Word of Mouth, ???? Guide Devlopment of Unique or special Brand Design, Service Systems Provide the tools Processes, and procedures to deliver service Service People, Devlopment of Unique or special Brand Design Gap 2 Service Systems, Corporate Strategy Brand Development ????, Corporate Strategy Brand Development ????, Corporate Strategy Brand Development ????, Mission Communicate What business we're in How we chose to operate What we value