Service Strategy and Service Quality

 

Audience:
Legal Professionals
Duration: 4 hours
Location: Miami Business School, University of Miami

Overview

As the market have become more competitive, firms have started examining the factors that differentiate between successful and unsuccessful firms. One of the key factors that predicts the success of firms is the service strategy. In developing service strategy, it should be recognized that customers are the sole judge of service quality. Customers assess service by comparing the service they receive (perceptions) with the service they desire (expectations). A company can achieve a strong reputation for quality service only when it consistently meets customer service expectations.

Miami Business School has created a four-hour module for the legal profession that focuses on the service strategy and service quality. Experts introduce legal professional to the basics of service strategy and service quality; and how service strategy and service qualitycan aid in success.Knowing what customers expect is, of course, only part of the challenge for service strategy. The module answers afundamental question: What must every company interested in improving service do to actually improve it? Specifically, the following topics are addressed in the workshop:

The seminar is taught by faculty experts who have researched the topics and have extensive experience working with firms.

Faculty


A. Parasuraman

A. Parasuraman ("Parsu") is a Professor and Holder of the James W. McLamore Chair in Marketing at Miami Bsuiness School, University of Miami. His interests are in Services marketing; service quality measurement; the role of technology in customer service;marketing research methodology/model building; business-to-business marketing; and marketing management and strategy.He is one of the top ten scholars in marketing.

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