Topic 1: Learning Outcomes
After Completing this module, you will be able to
Explain the role of spatial layout, functionality, signs symbols and artefacts
Discuss the importance of service employees and the cycles of failure, mediocrity and success.
Identify the procedures for selecting and hiring right people for the job
Describe the role of internal marketing and communications
Define what service-oriented culture is
Recognize the qualities of an effective leader in service organizations
Explain the importance of customer loyalty in driving a service frim’s profitability.
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