Klm- Principles of Service Management

In: Business and Management

Submitted By stephylove
Words 6345
Pages 26
Principles of Service Management
Module Assignment Report

[pic]

Master International Service Management

Yiping Gan
103179

Assessor: Klaes Eringa & Roos Geerinck

November 2012
Table of Contents
Chapter 1 Introduction
1.1 Company Information..........................................................................................................2
1.2 Mission Statement...............................................................................................................2
1.3 Service concept....................................................................................................................2
1.4 Core and supplementary services........................................................................................3
1.5 Main customers and customers role in service process.......................................................3
1.6 Key service process.............................................................................................................4

Chapter 2 Analyze KLM through literature
2.1 Understanding Customer Requirements..............................................................................6
2.1.1 Listening to customers through research..........................................................................7
Relevant link: Consumer Fraud.................................................................................................8
2.1.2 Building customer relationships........................................................................................8
Relevant link1:The reinforcing effects of loyalty program partnerships and core service usage9
Relevant link 2: Service management and marketing: how to create value for the customer...10
2.1.3 Service recovery..............................................................................................................10…...

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