The second of the Services Management presentations is available, at least in draft form, this covers Service Quality and Recovery.
The slides are done, but I need to tidy up the notes which will likely happen in late October due to study commitments. When I have finished my study I will look to continue the series. I will add what I learn from completing my research assignment as well.
One idea I have is to see whether I can use the text to speech function on my phone to read a script and turn these into a movie to put on YouTube. A project for later in the year - I will be focusing on creativity in organizations for the next three and a half months.
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