Implementation of an integrated performance measurement system

Think about four different types of company you patronize (e.g. public transportation, bank, restaurant, hairdresser, etc.), and reflect upon the following three questions: (i) Are you satisfied/delighted with this provider and why/why not? (ii) Are you also loyal to these companies and how do you show this loyalty behaviour and (iii) Are you showing any type of customer engagement behavior (such as WOM) towards these companies?

1. How can a service manager break the trade-off between service quality and service productivity?

2. What is the importance of a service concept in the implementation of an integrated performance measurement system?

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