Service Quality and Customer Loyalty
Learn methods and tools to improve service production processes, elevate service standards, and achieve customer loyalty in this customer-oriented approach.
Learn methods and tools to improve service production processes, elevate service standards, and achieve customer loyalty in this customer-oriented approach.
This focused course introduces you to the methods and tools needed to enhance service production processes, elevate service standards, and ultimately win customer loyalty. You'll explore the concept of quality specifically applied to service processes and understand its critical impact on customer loyalty. The curriculum begins with fundamental quality concepts and examines quality management models tailored for service environments. You'll then delve into service strategy and customer loyalty dynamics, covering essential elements of customer satisfaction including strategic applications, satisfaction models, and the value-loyalty cycle. The course provides practical approaches to measuring customer satisfaction, implementing effective measurement programs, and applying these metrics in real-world business scenarios. The program concludes with an exploration of ethical leadership in service marketing, examining the American Marketing Association's code of ethics and the application of positive action leadership principles to service marketing practices. Throughout the course, you'll discover the value of customer-centric approaches and the importance of designing values-centered service marketing strategies.
Instructors:
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What you'll learn
Understand the concept of quality applied to service processes
Comprehend the impact of service on customer loyalty
Discover the value of customer-centric approaches
Recognize the importance of designing values-centered service marketing strategies
Implement quality management models for service environments
Apply customer satisfaction measurement programs effectively
Skills you'll gain
This course includes:
PreRecorded video
Graded assessments
Access on Mobile, Tablet, Desktop
Limited Access access
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There are 3 modules in this course
This course provides a comprehensive framework for understanding and implementing service quality principles to achieve customer loyalty. It begins by examining the concept of quality as specifically applied to service processes and introduces quality management models designed for service environments. Students then explore the strategic relationship between service delivery and customer loyalty, learning about fundamental customer satisfaction concepts, satisfaction models, and the value-loyalty cycle. The curriculum covers practical approaches to measuring customer satisfaction, including program implementation and real-world application of metrics. The course concludes with an ethical dimension, examining the American Marketing Association's code of ethics and the application of positive action leadership principles to service marketing practices. Throughout the program, emphasis is placed on customer-centric approaches and values-centered service marketing strategies that drive long-term loyalty and business success.
Calidad en el Servicio
Module 1
Estrategia de servicio y lealtad del cliente
Module 2
Liderazgo de Acción Positiva y mercadotecnia de servicios
Module 3
Fee Structure
Payment options
Financial Aid
Instructor
3 Courses
Specialist in Corporate Training and Brand Experience Design
Isaac Guerrero Jaimes holds a degree in Communication Sciences from Universidad Anáhuac Puebla and brings 13 years of experience in corporate training, having worked with clients such as Bank of Tokyo, Daimler, Grupo Presidente, Grupo Editorial Expansión, Xcaret, and McCarthy’s Irish Pub. He has played a key role in educational innovation by guiding the design of five undergraduate programs and supervising five undergraduate theses. Currently, he is completing his first didactic book focused on the Strategic Design of Extraordinary Brand Experiences. As an instructor, he teaches courses on marketing fundamentals, strategic marketing planning, value-driven marketing, business ethics, and innovation in tourism products and commercial strategies, with an emphasis on integrating human-centered and systemic thinking into business and brand experience design
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Frequently asked questions
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