SERVICE ORIENTATION
MAIN DIMENSIONS OF SERVICE ORIENTATION
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Reliability
Responsiveness
Empathy
Tangibles
Figure 7.1: Main Dimensions of Service Orientation Figure 7.1: Main Dimensions of Service Orientation
Think of “a good and a bad customer service” instance that you have encountered. Explain why you perceived each interaction in that way, and suggest ways to improve both experiences .
7.4 ACTIVITY
Activity 1
Service orientation in action
Scenario : Every morning on his way to work, Abdallah stops at a McDonald’s located half a mile from his workplace to order takeaway breakfast and coffee.
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Building Competencies for Sustainable Learning | Chapter Seven
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