Best Practices in Service Quality Measurement

Organizations have always struggled to balance the potentially conflicting demands of providing excellent service versus improving short-term financial results. Today there is renewed interest in identifying the aspects of a customer's experience that most influence that customer's future purchase intentions — and then tracking whether intentions translate into actual buying behavior. This course will provide an overview of service quality measurement and how service quality is related to customer satisfaction and retention.

CLASSROOM

No dates are scheduled for this course. Please contact ASQ for more information.

Member Price: $1,070 List/Forum/Division Price: $1,350

CEUs and ASQ RUs: 1.4

Need to train a group of five or more on this topic? Try On-Site training. ASQ is a GSA Contract Holder for select training.

Instructor
Jim Jubelirer