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PRE-SERVICE PERIOD

SERVICE PERIOD

POST-SERVICE PERIOD
Advertisement/Public Relations ?    Insert

  1. How is the service proposition communicated by the service provider?
dd Edit  [x]
Social Media ?    Insert

  1. Which pre-service information can people access through social media?
terl 2 Edit  [x]
Word-of-mouth ?    Insert

  1. What do friends, colleagues and family actually communicate about the service and/or service provider?
Past Experiences ?    Insert

  1. Which experiences do people have with (similar) services and/or service providers?
Service Journey ?    Insert

  1. Which touchpoints do customers experiences during the service journey?
Visita a la Biblioteca "Roberto Ruiz Obregón" Edit  [x]
nn Edit  [x]

kj
Customer Relationship Management ?    Insert

  1. How do the service provider follow-up with customers?
jj Edit  [x]
Social Media ?    Insert

  1. What do customers communicate about the service and/or service provider through social media?
supi Edit  [x]

DUPI
Word-of-mouth ?    Insert

  1. What do customer tell their friends, colleagues and family about the service and/or service provider?
uiu Edit  [x]

iuiui
Expectations ?    Insert

  1. What are (potential) expectations towards the service and/or service provider?
Experiences ?    Insert

  1. What are the individual experiences customers have with the service and/or service provider during the service period?
Great ux Edit  [x]

Intuitive, anticipatory
Satisfaction/Dissatisfaction ?    Insert

  1. Customers individual assess the service by comparing service expectations with their personal service experiences
Brainstorming Space ?    Insert Brainstorm Mode

  1. What are you temporary Brainstorming notes?
Acceso a la plataforma Millenium Edit  [x]

http://www.millenium.itesm.mx/
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