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